RES Support FAQ on Licensing

From the stuf-you-need-to-know dept. In order to help answer common questions about Licenses and especially acitivations, RES Support have crafted a FAQ which should help you go about your license management with RES Products.

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RES Support contact emails

From the Better-than-throwing-a-rock-through-the-window dept. To make it easier for you folks who work with RES products on a daily basis, here is an overview of the contact details for our different support email entry points. To preemtively shield Support & co. from nasty spambots , the email addresses are displayed as bitmaps, so you will have to type them into your addressbook yourself (sorry)

First of all, please note that RES Software maintains a list of worldwide Support phone numbers on the corporate website. All the european ones are passed through directly to HQ while the US has their own support centre.

This is the main support email where you can write RES regarding challenges with your product and open a support ticket. It is recommended you keep this ticket handy for future reference. Note this is available only for customers with an valid SA agreement. If you are working with the free PowerFuse Express, there is a €250 incident fee.

Through this email you can log feature requests to any RES product you may have. RES gladly accept ideas from anyone who has input on how the products can improved in the future. This is an automated system which will give you a receipt email with a four-digit reference number. You will find it in the email as OF[nnnn], where the nnnn part is the important bit. Even though the hard working folks in R&D do their best, don’t expect your feature request to be implemented here and now. If the feature is imperative for your work, then please take it up with support and your local RES representative to get the ball rolling.  RES Software of course wants to help you but, things also need to be  prioritized.  So – the more RES knows about your project,  company and the situation you are in, the better it can be addressed. The ticketnumber is usefull if you are engaged in a dialog in this regard. Finally, if you do submit a feature request, please be sure to explain the use case. RES Software needs to understand the reason for a feature request to be able to provide a matching solution.

If you find some minor inconveniences (or annoyances for that matter), which don’t necessarily warrant support tickets, please let RES Software know about them anyway through this email address. If a product is doing something you feel it shouldn’t or vice verca, however it’s not  stopping you from accomplishing what you want to do, then this is the right place. Keep in mind though, if it’s a missing feature, the email above is better to use.

Finally, if you are on the Early Adopter Program (i.e. you get to test  Interim Releases of the latest and greatest RES products), you will want to report any bugs and issues you may find to this email address as it takes it directly to the folks who need to know about it in R&D. Reason is that we would like to keep interim issues seperate from the main product support as much as possible. Note: The Early Adopter Program is by invitation only. The EAP is meant for existing customers that want to use new technology and/or features in a production environment.

/Max R.