Welcome To the
TOLIS Group Support Center

COVID-19 Status - Updated June 29th

Just when we thought that things were returning to normal, Arizona's Governor has returned us to a work from home status here in Arizona. While this may be necessary to help reduce the affects of COVID-19, it is causing further strain on Arizona's already fragile business environment.

Please understand that your support requests are important, but the ease of inter-team communication that having our staff in a single working environment has now, once again, been dissrupted. While we will continue to do our best to support you, there are times when the delay in response or resolution may take far longer than expected.

Your patience and understanding through this is greatly appreciated.

Please keep your teams safe through this.

In order to streamline support requests and better serve you, we utilize a support ticket system. Every support request is assigned a unique ticket number which you can use to track the progress and responses online. For your reference we provide complete archives and history of all your support requests. A valid email address is required to submit a ticket.

In order to assist, we will need
  • Your product serial number (Format: 1234-5678). Requests without a supplied serial number or with DEMO as the serial number are placed at the bottom of the support contact queue.
  • Your current software version
  • Your platform and version
  • It is helpful if you know your tape library/drive brand and type, as well as the connection interface (SAS, Thunderbolt, F-C, etc.).
  • You will need administrative access to all machines in question for your inquiry.
  • Your product must be registered.
If you are looking for information for tickets that were created on the old ticket system (ticket number that did not include 18- or 19- as the first 3 characters), they are no longer available.

WARNING to BRU Producer's Edition Users -

DO NOT UPGRADE YOUR MAC TO OS X Catalina. If you perform the upgrade, BRU Producer's Edition will no longer function AT ALL. There is nothing that TOLIS Group support can provide to assist if you do this. If you must upgrade your Mac system to Catalina (10.15), you must also upgrade to ArGestĀ® Backup 4.

There will not be an update for BRU PE for Catalina.


NOTE:

Any guidance or direction TOLIS Group provides to you will only be based on the information provided by you to us as our customer. Many factors in your environment are unknown to TOLIS Group and can affect advice, problems, outcomes, or recommended solutions. TOLIS Group cannot and will not accept any culpability or responsibility due to potential omissions. Also, be advised that technology changes. As a result of these changes in technology, products you are using might be affected both directly and indirectly. TOLIS Group cannot and will not be responsible or liable for any consequences that can occur due to any change in technology, or in conjunction with the use of information provided by TOLIS Group under these circumstances. Proceeding with communications between yourself and TOLIS Group support is indication that you understand and agree with this statement.