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Support overview
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You are an existing customer and your maintenance plan is no longer valid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.
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