Email support

Email support service policy

The email addresses for email support are reserved for current email support contract holders, who are entitled to receive prompt responses to email questions posted to this address. “Prompt” means on the same business day (Central European Time) if possible and within at most 24 hours. Questions sent to email support are private and received by technical staff only.

Radiator support will answer questions and provide advice and suggestions for the software for which the support service is provided. The support service does not include customisation, consultation, installation, custom design, programming, training, or on-demand bug fixes or other error correction services (as defined in the General Terms and Conditions). Those services are deemed as consultation services, they are separately priced and can be ordered separately. Questions concerning other Radiator products that are not covered by this support contract cannot be answered.

If you have a current email support contract please send your questions to:

support@radiatorsoftware.com

What information to include

In order to get an answer to a question, customers should send as much information as possible, including at least:

• Description of the host and environment, including operating system and versions of all relevant software
• Complete description of the incident
• Configuration files (no secrets or passwords)
• Message or error logs, at the highest logging level customer can get, illustrating the incident

Without all this information, it is unlikely Radiator support will be able to provide an answer to the incident, instead Radiator support will ask the customer for more information. It is better to post too much information than not enough. Bug reports will receive prompt attention by the appropriate product maintenance team. Bugs can be fixed more quickly if customer provides sufficient description and supporting material. If practicable, a patch will be issued.

Customer’s Radiator support UserID

When contacting the Support Service, the customer must be able to tell Radiator support UserID in the email subject.