We have tried hard to make sure most common questions are answered on our Web site or somewhere in our documentation. Please check our FAQ and TechNotes section as well as verifying that the prerequisites (on the product’s Requirements page) have been met.
However you are always welcome to contact support if you cannot resolve an issue.
We find that 95% of all issues are quickly resolved via one or two e-mails. We try to respond to all issues on the same day that they are submitted to use via e-mail but sometimes next-day response is necessary due to time-zone differences and our own schedules. Please keep in mind that we are a small company.
In exchange for your patience, we can keep our prices low and your tech support questions will be handled by a real systems engineer or programmer rather than a receptionist or script reader.
Our software is customer driven; many of our current features started as an idea from a customer or potential customer. We would love to hear from you. If you have an idea or suggestion for a feature, please let us know. email@example.com
Our main number is (415) 683-6158 and that rings to multiple desks and phones, but we cannot always answer the phone. E-mail is our number one line of support. Please contact us at firstname.lastname@example.org.
When you contact us, here is some helpful information to provide to us:
We typically see the same problem frequently and we strive to make sure we document steps to prevent them from happening.
First and foremost, visit the home page for the product you are installing and look at the Requirements. Make sure that you have met these requirements. Frequent problems include:
Service / proxy account password has expired
The domain controller that the software is using is off-line (run the Configuration wizard and change.)
The service / proxy account does not have sufficient permissions
The application is not running in a dedicated IIS application pool that uses the Network Service Identity, configured to use the NET Framework 4.0 and is running as an x64 application.
Our Tech Notes section has been moved to the new Documentation page.
We typically see some of the same questions very frequently. We have strived to answer your questions before you have to ask. Also see our Tech Notes section for more detailed technical explanations for some common questions.