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Support services

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?