Why Do I Need Support?

Whilst we strive to provide the most stable products we can there are always a number of reasons why you might need help from our support team.

• Compatibility with other vendors software
• Queries about product features and implementation
• Changes in protocol specifications
• Maximizing the performance of the products
• The unexpected

Our Standard support service is strictly email based only. This benefits both parties as all information is logged in our ticketing system. More importantly due to the technical nature of the products its often the case we will need to trawl through logs, debug and review code which is simply not compatible with someone waiting on the end of the phone.

Open Source Support

We provide support to the open source community where we can. Questions should be directed to a community based service such as Stack Overflow or SourceForge. This way the community itself gets a chance to answer as well as benefit from any response we or another party provides.

Standard Support

Support is available throughout our office opening hours which are from 9AM through to 6PM GMT. As long as you have an active support subscription you can submit as many email enquires as you need. We aim to respond to all enquires within 24 hours of receipt with a constructive answer or request for further information. Please ensure your initial submission contains as much information as possible about your problem or query. Where possible send log files generated from the API.

Priority Support

Customers that have purchased a Priority Support agreement have extended support times through to 10PM GMT. We have also introduced a new priority ticket queue that can be accessed only by customers holding a Priority plan.

Lapsed Renewals

If a support agreement lapses and the customer subsequently wishes to renew support & maintenance with us they will be charged for the missing months. When a customer renews they get access to all the maintenance updates released within the lapsed period. Therefore we enforce this policy to ensure that those loyal customers that renew on-time every year are receiving the most cost effective support plan.