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.
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IndySoft provides two methods of support: per-incident support and priority support packages. Priority support is an annual fee based on products purchased and includes email and phone support along with access to the latest version(s) of your products, cases and changelists through the My.IndySoft website. 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.co.uk 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. Most emails receive a reply within one business day depending on caseload or the nature of the case. Indysoft's policy is to reply to any support case sent in via email with an email reply taking into account the case particulars.

  • 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.

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