If you have an urgent issue, if you have an issue that can't be resolved through email support or the forums, or if you simply want an expert pair of eyes on the issue, then our remote support services are for you.

Service Description

Level 2 Remote Support provides you a scheduled timeframe with one of our support technicians, who remote into your system to work on your issue.  Remote support may be for troubleshooting or installation purposes.

With our Level 2 Remote Support troubleshooting service, you receive:

• Basic configuration and diagnostics check
• Basic troubleshooting of Add2Exchange related functions
• Verification of problem resolution

Level 2 Remote Support does not include:

• Troubleshooting of third-party products
• Exchange Server troubleshooting
• Performance of functions which affect availability of service other than Add2Exchange, such as server reboots
• Add2Exchange configuration beyond what is required to verify functioning (e.g. configuring more relationships than is required to verify sync)
• Migration support

These other services are covered under higher level support services or with one of our DidItBetter premium support packages.  Please contact us at 800-837-8636 (USA) or 001-813-977-5739 (Intl) for available options and pricing.

Before Your Appointment

There are a number of steps to be taken by users in order to prepare for a Remote Support or Remote Installation Session from DidItBetter Software Support Agents.

Verify Remote Support Application compatibility

Our remote support application requires the ability to make outbound (from you) connections on port 5500. If you have a firewall, you will need to test connectivity prior to your appointment time. If your firewall needs to be configured to allow outbound access, create an exception for TCP and UDP access to IP 24.73.105.234, port 5500 and ports 5900-5901 (standard VNC ports).

In most but not all cases, DidItBetter also supports connectivity through your own solution such as Webex, LogMeIn, etc. It is, however, strongly recommended that the DidItBetter Support application be used whenever possible as it contains tools relied upon by many of our procedures.

Set expectations with End-Users

In general, there is a significant possibility that we will need to make end-user visible changes to the contents of synchronized folders. If we are performing normal upgrades, there is usually no visible interruption in synchronization. If we are performing a major version upgrade, such as A2E Standard version 2 or 3 to the current, there is typically a period of several hours where the entire contents of folders which are the destinations of relationships become unavailable to end-users. Server reboots are not typically required, provided you have performed Microsoft updates prior to the support session. However,  be sure to identify the next available window for maintenance should a reboot turn out to be necessary.

Verify minimum prerequisites

Make sure you meet all of the requirements for your DidItBetter Software product. Be especially aware of disk space and service pack level requirements.

Check and apply Microsoft updates

DidItBetter Software certifies its software on the latest available Microsoft updates at the time of release. Make sure you have the latest updates for the most reliable experience.

Updates which require a reboot and have been applied without yet rebooting the system must have the reboot completed prior to the appointment time.

Download applicable DidItBetter Software updates

Check the Downloads section at http://www.DidItBetter.com/ for the latest version the day before your appointment. DidItBetter Software reserves the right to reschedule your appointment if you do not have the latest version downloaded beforehand due to potentially long download times. Downloads Area

Perform backups

Do a routine backup of all affected data.

Initiating Your Appointment

• Call us at 813-977-5739 and request your support technician at the scheduled time. We make every effort to keep scheduled appointments but please keep in mind some sessions run longer than expected so your session may be delayed and your technician will email you to reschedule.
• Download and run our remote support application: Download Remote Support Application
• Double-click on the ID provided by your support technician

Note: You may need to add this site to your "Trusted Sites" in Internet Explorer in order to download the application.

• In Internet Explorer, select Tools > Internet Options > Security > Trusted Sites and add the site. Note that it does not require https prefix.