Getting Help

MonitorWare Agent is very reliable. In the event you experience problems, find here how to solve them.

Please note that all options (except priority support) are also open to evaluating customers. So do not hesitate to try them. Help is available in English and German language. Our local resellers may provide local language support. Please check with them.

For a current list of Frequently Asked Questions (FAQ), please visit http://www.mwagent.com/en/FAQ/. The FAQ area is continuously being updated.

Share questions and answers with your peers! The forum is also monitored by Adiscon support staff. To access the forum, point your browser at http://forum.adiscon.com/forum,1.html.

Our customers service and support system is available at http://custservice.adiscon.com. With it, you can quickly open a support ticket via a web-based interface. This system can be used to place both technical support calls as well as general and sales questions. We would appreciate if you select the appropriate category when opening your ticket.

Please note: the customer service system asks you for a User ID and Password when you open it. If you do not have a User ID yet, you can simply follow the "register" link (in the text part) to create one. You can also open a ticket without registering first, in which case the system creates one for you. You receive the generated User ID as part of the email notifications the system generates.

Why using the customer support system? As you see further below, we also offer support by email. In fact, email is just another way to create a ticket in the customer support system. Whenever we reply to your ticket, the system automatically generates an email notification, which includes a link to your ticket as well as the answer we have provided. So for the most cases, you can use email, only. However, there are some situations where the support system should be used:

•	Email notifications do NOT include attachments! If we provide an attachment, you must login into the ticket in order to obtain this. For your convenience, each email notification contains an active link that allows you to login immediately.

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If you seem to not receive responses from us, it is a very good idea to check the web interface. Unfortunately, anti-SPAM measures are being setup more and more agressive. We are noticing an increasing number of replies that simply do not make it to your mailbox, because some SPAM filter considered it to be SPAM and removed it. Also, it may happen that your support question actually did not get past our own SPAM filter. We try very hard to avoid this. If we discard mail, we send a notification of this, so you should at least have an indication that your mail did not reach us. Using the customer support system via its own web interface removes all SPAM troubles. So we highly recommend doing this if communication otherwise seems to be distrubed. In this case, please remember that notification emails may also get lost, so it is a good idea to check your ticket for status updates from time to time.

Please address all support requests to support@adiscon.com. An appropriate subject line is highly appreciated.

Please note: we have increasingly seen problems with too-agressive SPAM filtering, resulting in loss of our replies. If you do not receive a response from us within two working days, we highly recommend re-submitting your support call via the customer support system.

Phone support is limited to those who purchased support incidents. If you are interested in doing so, please email info@adiscon.com for further details.

Adiscon's software maintenance plan is called UpgradeInsurance. It offers unlimited free upgrades and priority support during its duration. It can be purchased for a period between 1 and 5 years.

Please address all non-technical questions to info@adiscon.com. This email alias answers all non-technical questions like pricing, licensing or volume orders.

Please note: we have increasingly often problems with too-agressive SPAM filtering, resulting in loss of our replies. If you do not receive a response from us within two working days latest, we highly recommend re-submitting your question via the customer support system.

The MonitorWare line of products is being developed since 1996. New versions and enhancements are made available continuously.