Support Coverage During Coronavirus Outbreak


As Coronavirus (COVID-19) continues to impact our industry and customers around the world, we wanted to update you on the steps we are taking to continue providing you with technical support during this time.

To ensure the continued safety of all our staff, we have put into effect a plan which will enable our Support team to work from home and to continue providing support as normal. Our Support team will have access to all the tools they need and we do not expect any noticeable impact. However in some cases, for example problems relating to dedicated hardware or older operating systems, we may have limited testing capabilities available. 

Licence Requests

We anticipate that many of our customers will see a demand for their employees to work from home.

If you are currently using floating licenses for our software then the easiest way to remotely connect to your server is via VPN.

More information on this can be found in the following article:  Q100030: Using floating licenses when remotely connected to a network - using a VPN (Virtual Private Network)

Alternatively, if you are unable to set up a VPN  then please contact Support and we can look into options for you.

Contacting Support

For more information on contacting Support, please see the following article Q100064: How to raise a support ticket.

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