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Support requests
Contacting us for support
Before contacting us:
Please remember that support is not included in the licence
price and that, while we normally give 100% free support, this is
at our discretion and it greatly helps us if you use our online
resources, instructions and support aids first.
Please analyse, describe and demonstrate the problems properly (see the
description of how to report a problem) and provide us as necessary with
information or relevant materials.
Please don't send any unsolicited attachments or screenshots by email.
How to get a really fast answer:
Upload a working demo of the problem to a fast-loading easily-accessible
webpage, check that it reproduces your problem, and send us a direct URL to
the page.
We gets lots of emails where people expect us to wade through hundreds
of pages searching for the one with the applet on it, and lots more emails
where people have uploaded a test page which works 100% (they didn't check
whether their problem was actually reproduced on the test page). Sometimes
days upon days of time is lost on urgent projects while the design team fails
to communicate efficiently with us. In your own interests, help us to help you.
If your site content is top secret, this is not an excuse! If you have
such an important project, you can easily afford to set up an external
domain for testing purposes and create a page with dummy content for
discussing with us.
Things to send and not to send:
Send the URL of your demo page.
Don't send an attachment unless we ask you to.
Tell us exactly what we are supposed to be looking for. When we get
emails saying no more than "I've got a problem - please look at it", we can
rarely guess what the problem is!
...and then contact us using this form
Replies usually follow in about 3 to 24 hours; all email is replied to,
so if you receive no reply, that means the email got lost on the net - so try again.
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