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Everything you need to know about your support and maintenance agreement with Kilgray.
To better support predictability and planning, let us summarize the principles on support and maintenance, compatibility and versioning into one policy.
While we are happy to help and provide assistance over social media, neither Facebook, Twitter nor YouTube are official support channels. If you would like to receive a quick answer, please send an email to email@example.com or submit your case via our ticketing system.
We receive numerous support tickets per day, which is why prioritizing the severity of your issue is important for our support engineers. We work with three levels of severity: normal, urgent and critical. Please make sure your also indicate the urgency of your problem in the subject line or set it properly on the frontend. This helps us prioritize your case accordingly.
The more detailed the problem description is, the easier we can identify the solution. "BIG ERROR?!!?" kind of mails without any context may end up in longer conversations, while it would have been possible to locate and fix the issue with one single e-mail exchange only. Please be as specified as possible and remember to include screenshots in your error report. If you e.g. cannot import or export a document, we will most likely ask for that very file. If possible, please attach an example file to your mail along with the bilingual document (.mqxlzformat).
If you contacted support earlier and they helped resolve an issue, please make sure you do not report the new case by replying to an e-mail associated with an older issue. When something new comes up, please send us a new mail. There is a possibility that your mail will not get the appropriate attention because it has the old case’s subject/Ticket ID.
When you report something, we will attempt to reproduce it, so if there is a chance, please try to tell us the exact steps you have taken before the problem occurred. There is also a chance that the issue you are having has already been fixed. Therefore, it is very useful to indicate the memoQ version you are working with - e.g. 8.3.2. If you are working in an online project, the server’s version might be important too.
When you get an error message in memoQ, it's best if you copy and paste the error message from the error box, instead of sending a screenshot of it. The traceability of the information is crucial in our bug tracking system. If you send a screenshot of the error or attach an explanation of it, it is time-consuming and cannot be tracked by our developers in a time-efficient manner. Also, if there is a "More..." button on the error window, expand it, and copy/paste the whole message.
Once we solve your case, it becomes a valuable piece of information in our knowledgebase that might help solve someone else’s problem in the future.