Support

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:

• 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 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.