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Technical Support Hours, Policy and Instructions

Thread began 9/11/2009 4:04 pm by Anna Robinson | Last modified 9/11/2009 4:04 pm by Anna Robinson | 4170 views | 0 replies

Anna Robinson

Technical Support Hours, Policy and Instructions

As our process for submitting technical support "tickets" has changed and our website has undergone some major changes, this thread is intended to clarify our support policy, as well as provide instructions on how to receive technical support.


We provide free technical support for our extensions, solutions, templates and training via these forums Monday - Friday from 9am - 5pm PST (except major U.S. holidays).

Technical support covers installation of our products, as well as anything that can be accomplished from our user interfaces. We provide support for current versions (and one version prior) of our products. We also provide support for discontinued products for up to three months. Technical support threads will receive a response within 2 business days.

You are welcome to use the forums to ask general PHP, database, HTML and CSS questions or to enlist help on hand-coding beyond what our extensions output or on customizing solution and template code. We help point people in the right direction with these sort of questions but rely on our community to help on the more general topics, as well as assistance with hand-coding beyond what our products do.

To enlist help from either Technical Support or our community, click on the the WebAssist Forums link at top. Then click on the forum most applicable to your question. Then click the New Thread button. Read the "Before you post" and "In your post" notice at the top of the page to make sure you are providing proper information in your thread; this will help expedite a response.

If our technical support engineers need private information or files from you, they will initiate a private support ticket, which you will be able to access from your support history. If you already know that you need to provide private information, please do not include it in your post (for your own sake), but instead describe your issue and request a private ticket.

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