Support services offered to contract customers can be reached by e-mail or telephone.
All support requests are given a ticket and a support request number.
The handling of requests is quicker if the first request contains the all necessary information:
- Name, telephone number and e-mail address for contact person.
- The application or version concerned.
- Description of the workflow before the error.
- Description of the actions leading to the error.
- Did the user get an error report? If yes, is it possible to send a screenshot (JPEG files) or the text of the report?
- Has the error occurred before? If yes, what was the situation?
- Was the workstation or server updated or new software installed on it before or during the error?
- Does the error also occur on other workstations?