We are proud of our high support quality

CONTACT US FOR SUPPORT

How to Request Support:
Request Support directly in the Software or Contact Us in our Support & Service Center

GENERAL:

  • All support issues must be submitted to our Support & Service Center, any other type of support method is considered as payable service time.
  • All inquiries and dialog regarding finance, payments, and cancellation issues must be done in writing and submitted in our Support & Service system for your safety and our records and to avoid mistakes & misunderstanding

Requirement for Support:

  • Active Software Assurance that covers the requested Support
  • Acquired Agreement on more advanced Support

Considered as support:

  • When issue is within a support level covered by the customer’s assurance and/or agreement
  • When issue is of a character there can be solved within a short and simple 2-3 dialog replies

How to Request Support:

  • Contact Us in our Support & Service Center and submit your request and issue or book a online meeting
  • Just follow the instruction and our team will get back to you as soon as possible.
  • For our team can make an effective support & service it is important to fill out the required information on the issue
  • If there are missing needed issue information, this will be requested back to you before the support process can start, and delay can arise

Important to remember:
It is not always possible for our team to – come up straight away – with a great solution, or even make a good troubleshooting, without going deeper into the issue, maybe look into your installation, maybe collecting information, analyzing files and material, do a closer online diagnostic of the issue and configuration, this is considered as payable Service.

Not considered as support:

  • Issue of a character there can’t be solved within the ticket in the Support & Service Center
  • Issue of the type, we can’t solve within a short and effective dialog on max. 2-3 replies
  • Issue of a kind, we can’t replicate in our Support & Service or Development Center
  • Issue on a support level not covered by the customer’s agreement and/or assurance

Example of issues not considered as support:

  • Phone, online and on-premises meetings
  • Information gathering
  • Material analyzing
  • Diagnostic of installation
  • Specific installation issues
  • Service issues
  • Development

SUPPORT, SERVICE & DEVELOPMENT:

Need more help with this?
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