Product Support
Enter your details below, including any required files you need to upload and we will respond as soon as possible to your query, otherwise you may call us during UK business hours on +44 (0) 1745 535 169
Support Information
Email and telephone support is available during UK business hours (09:00-17:00 Mon-Fri, excluding public holidays).
You are able to request support outside of these hours by using the form on the left, you can upload your Visio files using the facility on this page, we will then reply to your support request via email, our target response times are within 1 hour of ticket submission (within UK business hours)
Detailed support information
Update interval: daily by close of business on all open tickets
Resolution plan:
- Critical Error, no workaround - 1 day (All scheduled development work will suspended until these errors are fixed)
- Critical Error, with workaround - 5 days
- Non-Critical Error - Target next incremental release
- Irritation - Target next incremental release
Support path:
- 1st Line - Support Engineer
- 2nd Line - Software Engineer, Optical Engineer
- 3rd Line - Development Manager
Escalation path:
- Support Team Leader
- Development Manager
- Managing Director
Call handling:
- Calls must be placed by users who have successfully completed an official Trace training session
- Callers may be required to send PISD™ files to assist in fault resolution
PISD™ Maintenance Terms
All minor (x.1, x.2, x.3 etc) releases and service packs released within the support period will be made available as a free download.
Major releases will not be issued for free under the maintenance agreement.
If issues have been resolved in newer major versions of software, we are not obliged to either fix them in older versions or release a service pack. The clients resolution path is to pay for a major upgrade.