Support Procedures

In order to guarantee a quick turnaround and professional support we would kindly ask that you proceed according to the following support policies.

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!

Rules for efficient Support

When sending a support e-mail please adhere to the following:

  1. Use the e-mail account that matches your product. (which e-mail addresses should I use?)
  2. Point out the product and exact version you are referring to
  3. Create log files with Debug option (how to create log files?)
  4. Deliver a detailed description of the problem and steps how to reproduce them. You may send us:
    • report files - also attach core files so 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)
    • code samples
    • screenshots

To continue please select the appropriate support account.

What to do if you do not receive a response mail?

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:

  1. Your email request was blocked by our Spam filter. Please ensure that your email does not include typical spam keywords and that your mail server is not listed in black list like bl.spamcop.net; list.dsbl.org.
  2. The automatic answer from our support system was blocked by your mail server. In order to receive our support service please make sure that you inform your mail administrator to allow our messages and attachments through.

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.

 

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