If you need guaranteed response to support questions, you should purchase an email support contract. All OSC products have email support available and details for purchase are on our order form
Please read our Email Support Policy below for full details.
If you have a current email support contract please send your questions to:
Note: Email support contracts are for 1 year. 3 hour email support contracts include up to 3 hours of time spent by our technical team in responding to your questions. (We will keep track of the available time left).
Other support options are available on request.
The product Email Support addresses are reserved for current Email Support contract holders. Email support contract holders are entitled to receive prompt responses to email questions posted to this address. Questions sent to Email Support are private and received by OSC technical staff only.
OSC will answer questions and provide advice, suggestions and workarounds for covered OSC products to the best of its ability, but we will not provide customisation, installation, custom design, coding or on-demand bug fixes as part of an email support contract. If you need consulting services please email email@example.com. Questions concerning other OSC products that are not covered by this support contract cannot be answered.
"Prompt" means on the same business day (Central European Time) if possible and within at most 24 hours.What information to include
In order to get an answer to a question, you should send as much information as possible, including at least:
Without all this information, it is unlikely we will be able to resolve your problem quickly: instead we will ask you for more information . Hint: it is better to post too much information than not enough.
Bug reports will receive prompt attention by the appropriate Product Maintenance Team. Bugs can be fixed more quickly if you provide sufficient description and supporting material so that we can reproduce the bug. If practicable, a patch will be issued.Your OSC UserID
All email sent to an email support address MUST include your Email Support Username (UserID) in the Subject line, something like this:
Subject: UserID:xyzzy: your topic for discussion here
(where xyzzy is your Email Support Username).
Your Email Support Username is sent to you by email when you purchased your email support contract. If you are unable to determine your Email Support Username, contact firstname.lastname@example.org. (Please include your company name and, if possible, the person who originally purchased your Email support or software).
Email sent to an email support address that does not include the Email Support Username will not be answered. Instead you will receive an automatic request to resubmit your email with your Email Support Username in the Subject line.
Support email sent to individuals at OSC instead of to the relevant Email Support Address will be rejected.