Support Request to Open a Ticket

Each new license includes software assurance which covers free updates and upgrades on the licensed product available for download from the web and basic email support for the duration of your software assurance term (1, 2, or 3 years). Email support does not cover third party product support, remote/phone support, migrations, moves/reinstalling on new replication machine, crossgrade support, custom forms which require Premier Support. Email support is answered on a first come, first serve basis. Premier Support clients requesting appointments are handled first and sessions are held by appointment during our normal business hours.

Open a ticket online: Use the following form to provide us background on what you need help with, type of support needed, and your contact details. When we respond or if we already responded to the ticket issue, the email will have a case ID (ticket number) in the subject line; when you Reply to All from the email, the ticket will automatically be updated. 

If you're low on time and need to add more time to your Premier Support, or if you didn't have any Premier Support, below are some options to escalate from basic email support to remote/phone support with one of our techs. If you're not sure what you need, start a live chat, call or email info[at] For more information on our support services, visit the DidItBetter Technical Support Line Up . 

To purchase a block of hours, complete your order on our online store for the preferred option. You can checkout as a guest or create a new account during checkout.

Our technical support team is available by appointment to provide remote and/or phone support services weekdays between the hours of 10 a.m. and 5 p.m. ET (excluding holidays). After-hours support scheduling from 5 p.m. to 10 p.m. ET is also available by appointment scheduled at least three to four days in advance and billed at after hour rates.

Please provide the answers to the following questions below to open a support ticket. 















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