Customer Helpdesk

• Expert technical support provided by a highly trained team of product specialists
• Premium 24 hour telephone support availability, 365 days a year
• Assistance in installation, configuration and product usage
• Product training

The helpdesk can be accessed by phone, email and web and is available to all between the hours of 08:00 and 18:00. Your query will be raised in our case tracking system and responded to in line with our service level agreements (SLA).

All cases will be assigned a unique case reference number which you should quote when contacting the helpdesk.

For every problem raised the helpdesk need a certain amount of information before they can begin troubleshooting. Information required is listed below; please ensure you have this at hand when you contact us:

• Problem description
• Exact steps taken to create the problem
• Log file in debug mode (turn the logging level to debug and recreate the problem)
• Product version and associated infrastructure information