Support Resources

How to obtain email support

The following guidelines will help us to give you the best possible service when you request support from the FTGate Technology support team, and will result in your problem being resolved in the shortest time.

• Support requests should be sent to support@ftgate.com together with a copy of your FTGate licence registration key
  
  
• Please note that we will only provide support for the latest version of FTGate, and that your Upgrade Protection and Support Plan (UPSP) must be current
  
  
• General issues are probably dealt with most quickly by posting to the appropriate section of the support forum. The support forum is tied into our email support system and you postings will receive the same speed of response through the forums as they will through email. Please don't post to the forums and send the same request by email.
  
  
• When emailing support (support@ftgate.com) you will receive an automated response that includes useful information and a tracking code [e.g. [FST0412001]]. Please use the tracking code when replying to messages from support as it will help us to track your issue. Emailing with a fresh code will most likely end up with a different support specialist and result in them asking you for information you may already have supplied.
  
  
• Before sending messages to support please make sure you have set your logging level to debug (WebAdmin\Configuration\Logging).
  
  
• If we ask for a log file then please locate the folder containing the logs (WebAdmin/Config/Logging), then locate the file for the day of the incident[e.g. 20040101.ftlog] and then send the file to us (zipped please). It is preferable to zip the file as they can be quite large.
  
  
• When sending log files and messages please make sure that the log file actually contains the time period for which the messages or incident occurred. If the log and messages are mismatched there is no way that we will be able to help.
  
  
• If the problem is reproducible then please describe the method you use to reproduce it and please include a debug log file showing the problem.
  
  
• Support is freely available to any user who has the current version of FTGate and a valid Upgrade and Support Plan.
  
  
• If you are asked for a screen shot, please follow this procedure.
  Go to the page that is requested.
  Press the Print Screen/SysRq key on the keyboard (its the third form the left on the top row of most keyboards)
  Open windows paint.
  Click Edit/Paste
  Save the image to a file.
  Attach that file to the message that you send us. (You can zip the file if you wish).
  

By following these guidelines you will make it easier for us to give you a fast solution to your issues.

 

Time Charged Telephone support

If you need emergency telephone support, please email support@ftgate.com with details of your problem, or fax us (see below). We will then telephone you back as soon as possible. This service is only available during UK office hours 9 am-5 pm Monday to Thursday, and 9 am- 3 pm Friday.

 

Please note that we will only provide telephone support for the latest version of FTGate, and that your Upgrade protection and support plan must be up to date

 

We regret that we do not give out our telephone number as a rule because of the conflicting time zones between countries, and because we operate a modern teleworking system for our support staff. Our specialist support technicians qualified to deal with your particular problem may be off site at the time you need to speak to them. It is therefore more efficient if we call you back.

 

Please also note that the majority of support problems we receive are answered in the online help, users guide, or forums, so please check there before you ask for emergency phone support, as it will save you time and money!

 

Remember that it is easier to use email support at support@ftgate.com and email and forum support is free!

 

SUPPORT CHARGES

ZONE	COST PER 15 MINUTES IN UK POUNDS STERLING
UK	22.50
USA & CANADA, EC, EUROPE & IRELAND, AUSTRALIA, NEW ZEALAND	40
SOUTH EAST ASIA, SOUTH AMERICA, AFRICA, MIDDLE EAST, Rest of world	50

Calls are charged at a minimum of 15 minutes at a time. VAT should be added to the above prices at the appropriate rate. We regret that we cannot call mobile phone numbers outside the UK.

Requesting phone support

If you need telephone support, please fax us on +44 1366 500560 with the following details:

• Your contact name plus your company name and address
• The version number of FTGate that you are using
• Your registration licence key
• Your telephone and fax number (including international dialling codes),
• plus your email address
• Your credit card number plus expiry date, CV2 number and the name of the credit card holder
• Brief details of your problem.
• A member of our support team will then phone you back and assist you as soon as possible.