FAQ

General
A few tips when you contact our help desk

To help you in a fast and efficient manner, we put together a list of things you should take in consideration while contacting our help desk. This way we can provide you with a solution fast.

When you send us an email ...

- Please give us a credential which we can use to search your customer information. This can be your customer id, your PriorBase login (email address) or your domain name.

- Describe the problem or question as clearly as possible, with all the necessary information and details. If you receive error messages, please include them. When the text of the error is not selectable, you can always attach a screenshot of it.

- Tell us where you experience this problem, and which login credentials we need to reproduce it.

- Don't change the subject of the email when you reply

When you call our help desk ...

- Please keep your customer credentials (and your customer id in particular) ready, and give it to your help desk representative. All our representatives can see a call history for your customer id. This way we can make sure that we have all the information we need to ensure a quick followup of your problems.

After every conversation the help desk representative will register a summary of the call. All other representatives have access to it.

When you use the LIveSupport feature on our website ...

- Keep in mind that we cannot verify your identity via this support channel. Therefore we don't accept any requests regarding modifications to your account or customer information. This tool is mainly used for general sales information or technical questions.