Customer Support

Two support methods are offered: basic email support and priority support packages. Basic email support is free to all companies owning one or more registered InSite product. Priority support is an annual fee based on software purchased. It includes email, phone support and product upgrades. When contacting support, here are a few rules to follow that will help us handle your requests in an efficient manner.

 

Email Support Procedures

New Case Requests

To open a new case, simply send your request to support and include the information below. After your email has been received you will be assigned a case number. When replying to support, keep the subject line intact to enable traceability and not delay the system. Most emails receive a reply within one business day depending on caseload or the nature of the problem.

  • Subject title reflecting the problem
  • Your name
  • Company name
  • Operating System
  • Product and Database Version (available from the Help->About Screen)
  • A description of the problem. Please include exact error messages whenever possible.
  • If you include any screenshots or attachments, please zip them and email the zip file. Do not attach large bitmaps, word documents, etc. directly to your emails.

 

Follow-Ups

  • Always reply back to support keeping the subject line intact, so your case remains traceable. Not doing so will result in delays from our system. Once the problem has been resolved , the case is closed and the case number becomes invalid. Replying to a closed case will result in a new case being created .

Phone Support Procedures

New Case Requests

  • In order to receive phone support, you must have a priority support agreement in place. If you do not have this agreement, please contact your salesperson. will contact you to discuss your options.
  • If you have an active support agreement, contact support with the folloing information:
  • Your Name
  • Company Name
  • Your email address (for new case numbers)
  • A brief description of the problem
  • Reference any open case numbers related to the issue New cases will be assigned a case number and notification will be sent to the email provided.
  • Follow up

Follow-Ups

  • To follow up on an issue, please include your case number to enable the support technician to reference all past communication quickly.