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		IndySoft is committed to keeping your operations running smoothly through our top-notch support staff. Here are a few tips for getting the most out of your support experience.

IndySoft Support


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IndySoft provides two methods of support: basic email support and priority support packages. Basic email support is free to all companies owning one or more registered IndySoft products. Priority support is an annual fee based on products purchased and includes both email and phone support. When contacting support, here are a few rules to follow that will help us handle your requests in a more efficient manner.

Email Support Procedures

New Case Requests

To open a new case, simply send your request to support@indysoft.com and include the information below. After your email has been received you will be assigned a case number. Always reply back to support keeping the subject line intact so your case remains trackable. Not doing so will result in delays from our system.
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 trackable. 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 call support and do not have this agreement an IndySoft salesperson will contact you to discuss your support options.
When calling support, or leaving a message in the phone queue, always have the following information available:
Your Name
Your 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 the provided email address will be sent notification

Follow-Ups

When following up on an issue, please include your case number so the support technician may reference any past communication quickly.