If you send us a new support email then you will receive an automatic response with a Ticket-ID in the subject line after a few minutes (about 10-15 minutes).
If you want to add further information to this request please simply reply to the response email with the Ticket ID in the subject line. The keyword Ticket-ID and the number must be included in the subject for further reference!
If you would like to send us your request encrypted, please use our public PGP key.
When sending a support e-mail please adhere to the following:
core filesso we can reproduce your settings. Therefore enable the property
“Log Database Data”and specify folder and prefix for the core files in the property
“Database Data Path”using the Configuration Manager. (see more logging options)
If you have not received an automatic response after 24 hours you should check your internet connection or email system for one of the following possible issues:
If the problem persists you can try to resend the email from another email account. For example you can use a public mail server like GMail or Yahoo. Please add your customer registration information (if applicable) so that we can correspond your request with our records. Thank you very much for your cooperation.