Support Request | DidItBetter Support

Support Request to Open a Ticket

TRIAL USERS for first time, proof-of-concept trial installation
If this is your organization’s first time evaluating our software, we offer a guided Proof-of-Concept installation to help ensure a successful trial.

During this process, our team can help you:

Verify system requirements
Install and configure the software
Review the core features and functionality
Certify that the installation is operating correctly
Train your designated Add2Exchange Sync Administrator on best practices for automated operation

The trial version is fully functional for 21-days and when the trial ends synchronization stops. To continue using the app, you would purchase a license and apply license keys to activate it.

Any remote/phone support time used for installation and onboarding is deducted from the block of Premier Support hours included in the selected license value bundle.

LICENSED END USERS

Software Assurance
All licenses include software assurance for free updates and upgrades available for download from our website for the duration of the software assurance term (1, 2 or 3 years).

Basic Email Support
All licenses include basic email support on the licensed app for 1, 2 or 3 years and handled on a first-come, first-served basis.

What can be covered with Email Support:

General product installation questions
Configuration & sync setting guidance
Level 1 basic help desk troubleshooting related to the DidItBetter Software itself

What’s Not Covered:

The following services require Premier Support or higher-level support:

Third-party product troubleshooting
Issues escalated to higher level support for resolution requiring remote or phone support sessions
System migrations or server moves
Reinstallation on a new replication server
Disaster recovery assistance
Crossgrades or complex upgrades
Custom forms troubleshooting

Premier Support
All of our license value bundles also include a block of Premier Support hours for remote and phone support help by appointment weekdays between 9 AM and 5 PM ET, excluding U.S. holidays. Premier Support requests receive priority scheduling over email support tickets.

Coverage Time:
Weekdays between 9:00 AM – 5:00 PM Eastern Time, excluding U.S. holidays

Premier Support sessions may include:

Remote troubleshooting
Phone consultation with engineers
Advanced configuration assistance
Deployment guidance
Escalated technical troubleshooting
Installation or upgrade troubleshooting
Exchange or Office 365 configuration issues
Sync configuration questions
Complex troubleshooting scenarios
Server migrations or system moves
Custom forms troubleshooting
Advanced diagnostics

If your account is low on remaining support hours, or if you do not currently have Premier Support available, additional time can be purchased. To purchase a block of hours, please visit our online store to select the support option which best fits your needs. For a recommendation on how many hours of support may be needed, please open a ticket for an estimate.

For a full overview of available services, visit: DidItBetter Technical Support Line Up

After-Hours Emergency Support

Emergency support appointments are available outside our normal business hours

After-Hours Coverage Times:
5:00 PM – 10:00 PM Eastern Time
To request emergency support, call the hotline: (813) 927-3804

You are a
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Product
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Type of Support
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Describe the problem
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Your First Name

Your Last Name

Your Company Name

Your Contact Number

Your Email

End User Company Name

End User Company Contact

End User Phone Number

End User Company Email

If you're a trial user, are you near the end of your trial period? Licensed users, skip to next question.
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Software Version

If you're getting an error message, what does the error message say exactly
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For Replication Customers: If you are having replication issues, sometimes it is best for us to know what kind of relationships you have set up to assist us helping you with a prompt issue resolution. For example, do you have Public to Private, Private to Public, Private to Private, for Calendars, Contacts, GAL, Tasks, Notes, Posts, etc. Are they single relationships or created with the Relationship Group Manager or a mix of both. Did you start with Standard and go to Enterprise?
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What situation best describes your installation
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If Other, please specify

What situation best describes your server installation?
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If Other, please specify

How many users in your organization?

How many users have sync relationships?

Please select all mobile device(s) you use

iPhones

iPads

Androids

Blackberry

Good

Windows Phone

Other

Please summarize any changes in your environment or platform? Have you or anyone else installed software, any updates or upgrades, hardware, replaced servers, or made any changes to your system including permissions changes or disabling any user accounts?
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Current replication problem - select all that apply.

No problem, need consultation

Not syncing at all

Not syncing one part

Not making relationships

Items not changing when changed in the source

Items reverting

Duplicate items in destination folder

Errors in the Event log

Relationships stuck in the trash

Running ancient version & want to upgrade

Syncing to Outlook but not to mobiles

I'm the new Sync Administator

I need Tranining/Certification of replication system

History of your installation

Don't know

Always been Add2Exchange Enterprise

Always been Add2Exchange 365

Always been Add2Outlook

Crossgraded to Add2Outlook

Crossgraded from Add2Exchange Standard to Enterprise

Used another product

Crossgraded from Add2Outlook to Add2Exchange 365

Upgraded from Add2Exchange Enterprise to Add2Exchange 365 Edition

Haven't used any sync product in the past

Kind of relationships - select all that apply

Calendar

Contacts

GAL

Tasks

Posts

Notes

Confidential Post It Notifier

Don't know

Relationship Configuration - select all that apply

Single relationships

Cloned Template relationships using Relationship Group Manager

Mix of both types of relationships - single and RGM

Public to Private

Private to Public

Private to Private

Public to Public

Resource Mailbox to Many Private

One to One

One to Many

Many to One

Many to Many

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