Support: Difference between revisions

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Support from Hornbill is a service to help you with any problems you may have with the purchased software. Hornbill provides this service for purchased software operated in both production and test environments. The Hornbill Support Service is available during normal UK business hours 9:00 through 17:30 UK time Monday to Friday excluding UK public holidays.
Support from Hornbill is a service to help you with any problems you may have with the purchased software. Hornbill provides this service for purchased software operated in both production and test environments. Except where explicitly indicated otherwise, the Hornbill Support Service is available during normal UK business hours 9:00 through 17:30 UK time Monday to Friday excluding UK public holidays.


You can access our support services using the following methods:
You can access our support services using the following methods:


* The '''Supportworks Wiki''' will provide answers to the most common questions as well as access to a number of FAQ documents. The site is updated frequently by our support and teams, thus we recommend the Wiki as a starting point to finding answers to basic questions. We also intend to provide access to a range of support related video content along with other resources via this site in the future.
* '''Website''' – we ask that you raise new support incidents through the web-form provided at https://www.support-works.com/request/. This webform is optimized for use on mobile devices


* '''Customer Support Portal''' – by browsing to https://community.hornbill.com/, selecting Get Help and logging in with your customer ID and password which is available from your relationship manager at [email protected]. You can view and update outstanding and resolved calls as well as raise new ones, vote on which what product defects the Development team should work on next, search product documentation and download software. The Customer Support Portal is available 24x7x365.
* '''Customer Support Portal''' – by browsing to https://community.hornbill.com/, selecting Get Help and logging in with your customer ID and password which is available from your relationship manager at [email protected]. You can view and update outstanding and resolved calls (as well as raise new ones), vote on which product defects the Development team should work on next, search product documentation and download software. The Customer Support Portal is available 24x7x365.


* '''Forums''' – We have an active community of users on our dedicated private forums. This is the best place to get questions answered if you are not sure how to do something or want to know more technical details about our products or their functions. You can also search for past solutions or other discussion threads of interest. New product enhancements should also be requested on the forum. As a customer you may register on the forums at http://forums.hornbill.com/, which are also available to use 24x7x365
* '''Forums''' – we have an active community of users on our dedicated private forums. This is the best place to get questions answered if you are not sure how to do something or want to know more technical details about our products or their functions. You can also search for past solutions or other discussion threads of interest. New product enhancements should also be requested on the forum. As a customer you may register on the forums at http://forums.hornbill.com/, which are also available to use 24x7x365


* '''Email''' – you can e-mail our support team at [email protected]
* '''Email''' – you can reply to existing incidents at [email protected] if the call reference is included in the subject line. New incidents should though be raised through the website.
Phone – you can call our support team during normal UK office hours on +44 208 582 8228. Phone contact is generally used for emergencies or where you need an instant response. We will always do our best to help you when you call but you should be aware that we may ask to call you back if your request is not urgent and we have other higher priority issues to deal with first.

Latest revision as of 16:11, 26 October 2017

Support from Hornbill is a service to help you with any problems you may have with the purchased software. Hornbill provides this service for purchased software operated in both production and test environments. Except where explicitly indicated otherwise, the Hornbill Support Service is available during normal UK business hours 9:00 through 17:30 UK time Monday to Friday excluding UK public holidays.

You can access our support services using the following methods:

  • Customer Support Portal – by browsing to https://community.hornbill.com/, selecting Get Help and logging in with your customer ID and password which is available from your relationship manager at [email protected]. You can view and update outstanding and resolved calls (as well as raise new ones), vote on which product defects the Development team should work on next, search product documentation and download software. The Customer Support Portal is available 24x7x365.
  • Forums – we have an active community of users on our dedicated private forums. This is the best place to get questions answered if you are not sure how to do something or want to know more technical details about our products or their functions. You can also search for past solutions or other discussion threads of interest. New product enhancements should also be requested on the forum. As a customer you may register on the forums at http://forums.hornbill.com/, which are also available to use 24x7x365
  • Email – you can reply to existing incidents at [email protected] if the call reference is included in the subject line. New incidents should though be raised through the website.
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