Technical support at the Linux Mall:
We offer information for free as well as high quality individual
technical support on a paid and guaranteed basis.
Support will go smoother if you register your product first:
Mail your completed registration form to: Linux Mall, P.O.
Box 460190, Aurora, CO 80046-0190
Fax your completed registration form (be sure to fax all
sides or pages) to: (303) 699-2793
Email complete information per the registration form, including
the serial number to
--- Free Support ---
Be your own resource. Education pays big dividends, and Freedom begets
so we strongly recommend that you use the resources listed below
to solve your own issues.
A great many problems can be solved by carefully reading the
documentation that comes with computer hardware and software.
Before contacting tech support, make sure your solution is
not readily available in the manual.
The following options are currently available:
Our web site provides a mirror of the the Linux Documentation
. This massive collection of
documentation includes the Installation and Getting Started
Guide, the Kernel Hacker's Guide, a long list of How-Tos, and
much more. Virtually anything you ever wanted to know about
Linux can be found here. The Linux Documentation Project is also
available in printed and bound form as the Linux Encyclopedia, which
you can order at
The Linux Usenet newsgroups with thousands of readers & helpers
provide information for everyone from manufacturers to end users.
Our technicians also try to spend time helping on these newsgroups
as they can spare the time.
for a listing of pertinent newsgroups.
You might also consider some of the many great books carried by
the Linux Mall on virtually all conceivable Linux related topics.
There are lots of Great Step by Step books, Reference guides and
For many products sold by the Linux Mall, the manufacturer of the
product is intended to be your direct product support contact.
Check the product documentation for contact information.
We do however have guaranteed support available on a paid basis for all
products we sell.
--- Guaranteed Paid Support ---
When only a live human being will do, the Linux Mall paid support
team can help! You take no risk, because the answers are guaranteed!
When you call 303-690-2787, have your credit card ready; you can also
if you know that your credit card
information is already on file with us. You will be asked to choose one
of the following billing methods in advance:
$3.34 per minute in 15 minute increments (minimum call $50), or
$150.00 per hour in 1 hour increments. the Hourly rate kicks in as
soon as you exceed 45 minutes for a savings of up to 25% on long calls.
$50 per incident. An incident is defined as an issue that cannot be
broken down into sub-components. One incident may require several phone
calls. One phone call may also cover several incidents in which case the
technician will let you know about new issues as they come up in the process
of solving the issue you called with. You may also request handling of
additional issues. In any case each item/incident solved costs $50.
Our techs will stick with you until the issue is resolved. Under this
plan we reserve the right to terminate help on any issue at any time,
and return any money charged thus far regarding the issue at hand.
Use a support certificate. These are worth $50 each (one incident) and
can be pre-purchased from the Linux Mall for $40 each.
What do we mean by guaranteed answers? Simple: if we cannot help you
with at least one of your problems, we will not charge for the call.
This does not mean we'll leave you in the cold. The technician will
try to recommend a software package or documentation that can help
you solve the problem yourself. We obviously cannot be held responsible
for hardware problems on hardware purchased elsewhere.
--- Paid Consulting --
For highly complex problems, the technician will charge for the initial
call. He or she will then research the problem, and call you back with
a quote as to the anticipated cost. We will credit the price of the
initial call, whether you decide to proceed or not. Please be prepared
to allow an internet connection to your system for diagnostics if needed.
At $150 per hour, by appointment only, you can bring your system to
our office, and a technician will help you.
At $1000 per 8 hour day plus expenses we can have a technician with the
full support of our company come to help you onsite. Hours over and above
8 per day or 40 per week are charged at $150 per hour.
--- Support Contracts ---
Support contracts for the various products we sell are available upon
Products supported under any contract set forth below allow 2 registered
contact persons together up to 10 incidents per month. Additional incidents
would be handled at 25% off the standard per incident/call rates.
A product is defined as whatever comes included with a particular
item we sell. Please note that support for special order products
may be higher.
$1000 for first product, $250 for each additional product.
Paid by the year in advance, billed each year until terminated.
$100 for first product, $25 for each additional product.
3 month minimum commit, billed at start of each month until
"Per Incident" support certificates can be pre purchased and may be
used for any matter regarding any product. These are available at
--- Remote System Administration ---
Remote administration contracts are available, contact us for a custom
quote. Let our professional system administrators do the hard work for you.
Under this contract we administrate, monitor and maintain systems for you
--- Other ---
Some manufacturers have pre-purchased support calls for you on certain
products, and include them as part of a product purchase. WorkGroup
Solutions for instance includes a certain number of free support calls
with *some* of their packages. These calls are often limited to initial
installation support issues. The serial number of the product or included
support coupon must be provided to our support staff in order to receive
this free help.
On products retailing for less than $50, it should be obvious that it
is only possible to include very little if any technical support which
normally costs $150 per hour or more. However, the Linux Mall
stands ready to support and help with any Linux or Linux Product
related product on a billable basis, in addition to the free
support mechanisms as listed above which are always available to you.