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.

To open a ticket online, please use the following form to provide us some background on what you need help with and the type of support you need. 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 Premier Support and need to add it, below are some options to escalate from basic email support to remote/phone support with one of our techs. If you're not sure which one you need, start a live chat, call or email info[at] For more info on our support services, you may also visit the DidItBetter Technical Support Line Up . 

  • 4 hour block for $399
  • 8 hour block for 720
  • 15 hour block for 1305
  • 20 hour block for 1699

If you're ready to buy a block of hours, call us at (813) 977 5739 if you're based in USA/Canada or at 00 1 (813) 977 5739 if you're based outside the USA. We'll also take care of scheduling a session for you.

Our technical support team is available by appointment to provide remote and/or phone support services Monday through Friday between the hours of 9 a.m. and 5 p.m. ET (excluding holidays). After-hours support 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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