Should you require support

We have the following support resources available

Product Manuals

The official product manuals will take you through step by step on how to install and configure the product. You should first familiarize yourself with the content of these manuals as many support incidents are resolved by properly following the instructions as given.

FAQ's

This section contains a list of current frequently asked questions and answers. Here you would find some answers to commonly asked questions.

Support Forum

This is an interactive forum where you will be able to post questions and review answers to previously posted questions. This forum is monitored by our panel of support engineers and answers are generally posted within 1 hour during office hours. Please review the above two sections and current posts before posting any questions to the forum to avoid repeating the same questions.

We have setup various forums focusing on particular products, please review the menu on the left hand side to quickly access the relevant forum; alternatively you can access all the forums by clicking here.

Email Support

You can send us an email with your support query to This e-mail address is being protected from spam bots, you need JavaScript enabled to view it You will need to also send us the Support Diagnostic File that is generated by the Diagnostic System Information Tool for both the Gateway and Client side so that we can quickly determine where the problems are. Should you send us a support email without the attached diagnostic files; we will just refer the email back to you requesting the diagnotic files.

For clear instructions on how to generate a Support Diagnostic File, Please read our knowledge base article which can be found here.

Premium Phone Support

About all support queries are resolved by using the above support resources. You can now also phone us for technical support as we have made a premium support service available where you can purchase a once off support voucher or purchase a support pack for multiple incidents. To purchase support vouchers, please view our Premium Support Voucher Purchase Page. You will be required to supply the voucher number before you will receive technical phone support.