i-net /// software provides support during business hours from 9am to 5pm Berlin/Europe time. Our support team will respond within a business day - usually a lot faster.
Here are a few things that can help speed up the support procedure:
- Create a separate request for every issue or question that you want to address. That may enable us to assign supporters to work on each request at the same time.
- Provide as many details of the issue as possible. That includes log files and screenshots. Take full screenshots so that the whole UI as well as the version numbers are visible.
- Remember to send log files and additional information with every new issue. Referencing older tickets does not allow for efficient issue handling.
Support is offered by email only. For this reason, we’d ask you to provide us with as much information as possible to efficiently respond to inquiries. We do not offer remote sessions. Every issue must be processed by the support team or technical engineers beforehand and can often be done so only by analyzing log files, PDFs or RPT files - depending on the product.
You may also want to check our website for additional support procedures and email addresses for our products.