Self-help resources
Please browse the following self-help resources before placing a support request,
as they may indeed contain the solution to your problem and save your time:
-
Quickstart Guide: it will give you the basic information needed to install and
configure the product.
- Online help: it will
give you a more detailed information on Promodag Reports, from licensing to troubleshooting.
- Knowledge Base: it contains
answers to common questions.
- Change log:
it contains a summary of the last corrections and improvements applied to Promodag
Reports. Clicking Help > Check for Updates in the product will confirm
whether your installation is up-to-date. We strongly advise you to use the latest
available release of the product.
How to submit a support request
If you still have not found an answer to your question, you may submit a support
request to our Customer Support team under the following conditions:
You are evaluating the product
During the evaluation period you can submit up to 2 support requests via
email or use
Help > Technical Support Request
in the product.
You are an existing customer and your maintenance plan is currently valid
There is no limit to the number of support requests you can submit, either
- via
email or use Help > Technical Support Request in the product;
- by phone: +33 1 53 27 66 60 or Toll Free (from USA only): 1(888) 696-5404.
You are an existing customer and your maintenance plan is no longer valid
You cannot submit any support request. However, you can subscribe at any time,
just request a quotation from our
sales department with your license number.
Please refer to this topic before submitting your request:
How to speed up problem resolution when submitting a new ticket, and make
sure that you have provided us with all the information you have.
Note: We normally respond within 2 hours, but please allow 24 hours for us
to respond to account for differences in international time zones. Our office hours
are 10:00 to 19:00 GMT+1 (Paris), Monday to Friday.