Warranty and Application Support information

Our applications come with a standard warranty period, or as an extra you can get an application support contract which can be individually tailored to your support needs.
When you have any problems with our applications, either under warranty or an application support contract, our helpdesk is available to you.
Contact details of our helpdesk are:

Helpdesk procedure

When you contact our helpdesk they will provide you with an issue number. If no instant solution is available an engineer will look at your issue and contact you for further information or with a solution. In all communications with our helpdesk please make sure to refer to the issue number. In all email communications at least keep This e-mail address is being protected from spambots. You need JavaScript enabled to view it on the copy list, also when you are communicating directly to an individual engineer.

Please help us help you

When you submit a problem or question please realize that we are at a distance and are not always completely aware of all specifics of your particular site or system setup. Therefore we ask you to be as detailed and precise as possible when describing a problem. Some general guidelines include:

• In most cases there is a first line service team. If you already consulted them, please let us know what has been done sofar
• Describe exactly what you tried to do, or what is not working
• If something used to work and stopped working, try to think about what might be relevant, like a system change, a new piece of software, a plant change etc, and tell us about it. Don't worry about telling us too much!
• Attach screenshots if applicable and point out clearly what is wrong, and what you expected
• Attach error messages, log files, database dumps, basically anything you think is relevant. If the size of such data is very large, please contact us so we can provide you with an FTP location to upload it to.
• Tell us about the operational impact the problem has for you. Is the problem a minor nuisance, or does it hit hard on your operations? In the latter case we will try to get you at least a temporary fix or workaround fast

Troubleshooting information for specific packages

Specific packages have debugging and logging information available in different locations. Please go to our troubleshooting page for more information