Technical support (issue tracker) :
Our technical support system is designed to provide our customers with high-quality and fast support. You can use this tool for reporting bugs, or for asking support questions. The issue tracker also provides you a list of all your past issues. Please note that for making feature requests you can contact us here for a quote.
How it works :
- You report an issue. You connect to our issue tracker using the ID and password that we provide with your support contract registration, and file the issue or question that you require support with. You should create one separate ticket for each issue. We immediately receive a notification by email and through our issue tracker.
- Response. We respond to your issue through the issue tracker. You will receive notification of our response by email, and can post more information in our support system if needed. Our initial response may be a full answer to your question, or, if we need more information, we may ask you to schedule a remote control session or ask you for more information.
- Remote control. In the event that we did not have enough information to answer your request fully in our initial response, we will schedule a remote control session with you. This avoids wasting your time with long email exchanges. A remote control session, during which we take control of your machine so as to observe the problem, is usually enough to provide us with all the information we need to fix your problem. If a remote control session is not convenient for you, we can discuss the issue entirely by email, but this can take longer.
- Issue resolved. Resolving the issue may require more time -- if a bug fix is required for instance -- or the issue may be fully resolved at the end of our remote control session. Once you are satisfied that the issue is resolved or the question fully answered, you close the ticket.
This service is available upon purchasing full one month support. The aim is to provide you with fast, high quality, unlimited support during the duration of your support contract. Contact us if you would like other support options (longer or shorter contracts, or hourly consultancy rates).
