Please ensure you always send mails to the email addresses as stated in the contact details, and not to individual people.
At peak demand our helpdesk needs to prioritize requests. We do this on the basis of the following criteria:
Please help us determine the correct priority of your request by adding relevant information.
The helpdesk is a paid service, which means that you will be invoiced according to the time we have spent on your ticket. If you want to avoid a bill, then our ARDIS® Enhancement Plan (maintenance subscription) is the way to go:
Note that change requests like editing existing functionalities, adding new functionalities, creating new reports, support on hardware etc. are not included in the Enhancement Plan. Please have a look at our general terms and conditions (article 9) for more details.
To generate a copy of your project in OPTIMIZER select 'File > Save as > Save as COP file'. To generate a copy of your settings select 'Tools > Backup settings'. To retrieve the Teamviewer ID select 'Help > Online remote support'. For some of our applications the online help (F1) contains more info on the best way to contact support.