Support

Support Overview

Mobolize technical support solutions ensure that you maximize your Mobolize investment. Beginning with implementation and continuing with your ongoing use of the product, Mobolize offers online knowledge base support, incident-based support via email and phone, as well as emergency after-hours support, if needed.

It is our commitment to answer your questions regarding Mobolize quickly and completely, to get you back to your business fast.

Mobolize Support

Enterprise

Mobolize Enterprise customers have access to our online Mobolize Knowledge Base via login to our Management Console, available 24x7. Email and phone support are also available during business hours, with a 24-hour guaranteed response time. Automatic version upgrades are included in the Enterprise package.

Enterprise Plus

Mobolize Enterprise Plus customers have access to our online Mobolize Knowledge Base via login to our Management Console, available 24x7. Email and phone support are also available during business hours, with a 12-hour guaranteed response time. Automatic version upgrades are included in the Enterprise Plus package.

Mobolize Partner Support

In addition to the above, Mobolize Partners also have a dedicated Account Manager, acting as their daily point of contact and advocate within Mobolize.

Support Offering	Enterprise	Enterprise Plus	Partner
Access to online Knowledge Base (via MMC login)
Email-based incident tracking (support@mobolize.com)	24 hour response time	12 hour response time	4 hour response time (Tier 2)
Phone-based support	Business Hours	Business Hours	Named Account Manager (24x7)
Version Life Cycle	Upgrades Included	Upgrades Included	N/A

 

Support Hours

Mobolize technical support is available by phone Monday through Friday, from 9am to 5pm Pacific Time.

Support Frequently Asked Questions (FAQs)

• Which web applications are supported by Mobolize?
• Mobolize can accelerate any web site/application. The level of acceleration will vary between different web applications, but we have found that many users (particularly remote/mobile users) will see up to a 12X performance increase.
  Mobolize supports offline access to SharePoint 2003/2007/2010.


• Which platforms are supported by Mobolize?
• Mobolize supports Windows XP, Vista, and 7.


• How do I ensure my files are up-to-date before I go on a trip?
• Go to the Mobolize Control Panel and check the Last Sync section on the Sites tab to see the date and time of your last sync. If content has been changed or it has been a while since your last sync, perform a manual sync.


• How do I perform a manual sync?
• Click the Sync now button in the Mobolize Control Panel. The sync automatically starts.


• How do I set up automatic syncing?
• When you add a new site, automatic syncing is not enabled by default. Change this and the sync frequency for a site by selecting the site from the Sites list and clicking the Modify Site button, and then clicking the Advanced button.


• How do I sync pending changes?
• If you have changes pending, you don't need to do anything, the pending changes will sync automatically. If your pending changes are not automatically syncing, your site may not be up, or you may not have connectivity to your SharePoint site.


• How is SharePoint conflict resolution handled?
• Mobolize leverages the conflict detection provided by SharePoint, since concurrent updates can actually occur during normal online operation (i.e., even without Mobolize). Whether it occurs online or offline, a conflict occurs when one user "wins" by being the first to submit his change to SharePoint, and other users see a conflict/error. Since Mobolize puts all offline edits into a "pending queue" (analogous to Outlook's Outbox), any offline edit that encounters a conflict will be retained in this pending queue, and the user will be notified that the item needs further attention. The user will be presented with the same options as they would if this occurred while online: Choose the server's version, Choose their version, or Re-edit/merge a new version. Options to detect and resolve offline conflicts for offline changes should be the same as those available when changing content online without Mobolize.


• What capabilities are provided by the Mobolize Management Console?
• The MMC provides centralized configuration of Mobolize clients, real-time and historical reporting of performance statistics, and monitoring/alerting. The configuration capabilities allow an administrator to centrally specify which sites are Mobolized, enable/disable specific features (such as offline support), and other administrative tasks, such as remotely purging a user's cache.


• Are there any web site technologies that are not supported by Mobolize?
• Mobolize is compatible with and can accelerate any web site that is accessed via HTTP/HTTPS, with the level of acceleration varying based on the cachability of the content contained on that web site. Mobolize does not accelerate or provide offline access to content that isn't cacheable, such as streaming audio or video delivered with real-time streaming protocols.


• Why did I get a Page Not Found while browsing offline?
• Either the Sync depth setting is set too low and needs to be higher, or the last sync terminated early. First, check the Last Sync section of the Sites tab in the Mobolize Control Panel to ensure the last sync completed. If it did not, perform a manual sync. If it did complete, change your Sync depth in the Mobolize Control Panel.