NextGen has a built-in function to request technical support. Just click on the “Ask for support” button available in the top toolbar:
After pressing the button, the following form will be shown:
Name, e-mail address and phone number are essential data to get back to you; these data are stored after the first request.
The fields in the “Description” section should be filled appropriately: the “Reason” drop down list contains the following reasons why you’re contacting our support team:
These items are needed to funnel your request to the most appropriate person and to give it the right priority. In the following text field you should explain at your best why you’re asking for help and what kind of problem you’re experiencing. For example, if a component gives an error, specify which component, what are the expected results, a reference to the calculation code, etc.
Filling these fields carefully means receiving a more precise and prompt service; to solve a problem we need to understand it at first: unclear requests need a series of questions and answers between you and our technicians that inevitably lengthen the time until final solution.
When a support request is sent, some files are sent along with it, like logs and – upon user’s request – the currently opened item. If more files are needed to clarify a request, these files can be attached like in a normal e-mail program. This files are usually screenshots, documents or drawings in any known format. Just click “Add file” to attach one or more files.
Often, support requests are sent through other media, mainly e-mail; in these cases, item files (.sit) are attached to the message.
This is always a viable option, but it’s strongly discouraged. Here’s why:
In certain cases a support request needs to be sent by e-mail, for example NextGen can be installed on an offline computer or the server receiving support requests can have an outage. In this case, here’s the procedure to follow: