Support for Home Builder Software
Support goes to the people who wrote the software. There is no ticket routing through a call center and no reseller in between. Write to us in English, German or French, name the project and the screen you were on, and you get an answer from someone who can read the code that produced the behavior.
What support covers, and what is quoted separately
Questions about how the standard product behaves, help finding a setting, and defects in the software itself belong to support. So does help reading a figure that does not look right, because the answer is usually in how the record was entered rather than in the calculation.
Work that changes the product is a separate piece of work: a new module, an extra approval path, an interface to another system, or a report shaped to your own format. That gets specified with you first and quoted on its own, so it stays visible what the standard product does and what was built for your company.
Write to support directly
One address reaches sales and support. Include the project number, the module you were in and what you expected to happen. A screenshot of the screen as you saw it usually removes a whole round of questions.
Write an emailReport it from inside the product
Every screen carries a feedback button. A report sent that way arrives with the page you were on and the record you had open, so nobody has to reconstruct where the problem appeared.
Open the applicationLook it up in the documentation first
Every module has a documentation page covering setup, daily use, the rules the system enforces and the mistakes people make with it. The search there is faster than waiting for a reply.
Open the documentationGet help setting the company up
Cost groups, roles, permissions, number ranges and templates decide how much typing the first months cost. Describe the sequence your company follows today and we go through the settings that reproduce it.
Ask about setup
Take a question to the people who wrote the software
Describe the screen, the project and what you expected. An answer comes from someone who can read the code behind the behavior, in English, German or French.