Getting Help#
EventReporter is very reliable. Here’s how to get help if you encounter problems.
Please note that all options (except priority support) are also open to evaluating customers. So do not hesitate to try them. Help is available in English and German language. Our local resellers may provide support in the local language. Please check with them.
Frequently Asked Questions#
For a current list of Frequently Asked Questions (FAQ), please visit http://www.EventReporter.com/faq/. The FAQ area is continuously being updated.
Customer Service System#
Our Customer Service System is available at https://ticket.adiscon.com.
With it, you can quickly open a support ticket via a web-based interface. This system is used for technical support calls. Please select the appropriate support category when opening your ticket.
For quotes, orders, licensing, and other non-technical sales topics, use the Sales section. For language handling in sales and support requests, see Language policy for customer requests.
Please note: the Customer Service System asks you for a username or email and password when you open it. If you are not registered yet, you can simply click the “register now” button to do so. If you choose the continue “as guest” button you can also open a ticket without registering first.
Why use the Customer Service System? As you see further below, we also offer support by email. In fact, email is just another way to create a ticket in the Customer Service System. Whenever we reply to your ticket, the system automatically generates an email notification, which includes a link to your ticket as well as the answer we have provided. However, there are some situations where the support system should be used:
Email notifications do NOT include attachments. If we provide an attachment, you must log in to the ticket in order to obtain it. For your convenience, each email notification contains an active link that allows you to log in immediately.
If you seem not to receive responses from us, check the web interface. Anti-SPAM measures are becoming increasingly aggressive. We are noticing an increasing number of replies that do not make it to your mailbox because some SPAM filter considered them to be SPAM and removed them. Also, it may happen that your support question did not get past our own SPAM filter. We try very hard to avoid this. If we discard mail, we send a notification of this, so you should at least have an indication that your mail did not reach us. Using the customer support system via its own web interface removes all SPAM troubles. In this case, please remember that notification emails may also get lost, so it is a good idea to check your ticket for status updates from time to time.
You can send technical support requests to support@adiscon.com. Emails sent
to this address create tickets in the Customer Service System.
Because email delivery can be unreliable in some environments, we recommend opening tickets directly via the Customer Service System.
When a ticket is created, an automatic response is sent to the registered email address (if available). If you do not receive that message, check spam/junk folders and your organization’s email security or policy filters.
Phone#
Phone support is limited to those who purchased support incidents. If you are interested in doing so, please contact us via the Customer Service System for further details.
EventReporter Web Site#
Visit the support area at http://www.EventReporter.com/help/support/ for further information. If for any reason that URL ever becomes invalid, please visit https://www.adiscon.com for general information.
Software Maintenance#
Adiscon’s software maintenance plan is called UpgradeInsurance. It offers unlimited free upgrades and priority support during its duration. It can be purchased for a period between 1 and 5 years.
See UpgradeInsurance for details.
Product Updates#
The MonitorWare line of products is being developed since 1996. New versions and enhancements are made available continuously.
Please visit www.EventReporter.com for information about new and updated products.