Welcome To the
TOLIS Group Support Center
COVID-19 StatusThe TOLIS Group management team has put the company on lockdown and we are all working remotely for the near future. This should not effect ticket responses or other support actions, but it may cause delays if access to our lab systems is needed to verify or duplicate reported issues.
As for sales efforts, we will be providing hard goods shipments once a week (tapes, tape drives and libraries, disk arrays, etc.), but software sales and license delivery will be unaffected.
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.
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 ArGest® Backup 4.
There will not be an update for BRU PE for Catalina.
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.