Submit a Support Request
You can submit a Support Request to our Client Support Department who can provide you with advice and problem solutions.
How To Submit a Support Case
Acknowledgement email
After you have completed and submitted a support request you will be sent an acknowledgement email that will give you a case number. Please use a return of that email to contact us about the case and to attach any requested files.
Issue replication
For us to replicate your issue you may need to provide additional information or a number of files. You will ensure a faster turn around of your support case by providing log and other files to allow our investigation and replication. Please use a return of the acknowledgement email to attach the requested files.
Including a complete debug log is critical to getting a speedy resolution.
See How To Create A Debug Log for detailed instructions.
Other information that is useful includes:
- Whether the problem occurs on only one computer or on multiple computers
- Screen shots of the problem
- Example documents that may have been involved such as Microsoft Word documents, images or stylesheets
- The source code for the whole script page that contains EditLive!
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Urgent Support Requests
If you have an urgent support request complete the Support Request form by clicking the button above. The acknowledgement email will give you the case number. You may then call one of the numbers listed below. Our client services representative will ask you for the case number before taking the case further. This practice will assist us to respond quickly to your requests.
| Within North America | 650 292 9659 key 2 for technical support |
|---|---|
| United Kingdom | +44 (0) 20 8123 0617 key 2 for technical support |
| All other countries | +1 650 292 9659 key 2 for technical support |
You may be asked to leave a voice message. In that event, please quote: the case number; your name; your company; your time zone/availability; and your return phone number including the country code.