We provide comprehensive presale and post-sale technical support for ACT! and all CRM AddOn Factory addons.

Our support team is glad to respond during 10 hours any business day - from 1:00 a.m. to 11:00 a.m. CST>>

Getting started (when downloading addon for the first time).

• You should read our manual by clicking on Online-Help icon below the addon’s setup or print this manual by downloading it as a PDF file. Follow the instructions for the installation, configuration, licensing and configuration. Additional answers can be found in our Knowledgebase>>
• If you still have questions we offer a free installation support including installation, configuration and a short introduction via our Ticket System for one standard Windows PC.
  This free service doesn’t include installation and configuration of drivers and additional programs; configuration of workstation or server, data transfer from external systems e.t.c.
• If you want to save time you can buy our Installation Support here:
  
  Buy support now
  We will download, install and configure everything for you using remote session. One item means installation and configuration addon to one computer and introduction.
  You can call us to our telephones in the USA, Germany or United Kingdom:
• German hotline: 089 454 6170
• UK hotline: +44 203 026 9402 (phone in London)
• The US hotline:+1 203 541 0040 (phone in Connecticut)

PAID SUPPORT:

Support units can be used with any problem regarding any addon and ACT!.

Paid support will be sorted in the queue on top, so our support will close the current ticket and then move forward to the first paid support ticket.

While using Paid support you don’t need to follow any procedures when applying for support (like creating tickets, send logfiles e.t.c.). You just need to call us on our US, UK or German phone number and we will do everything that is necessary.

You can call our telephones in the USA, Germany or United Kingdom:

German hotline: 089 454 6170
UK hotline: +44 207 099 1815 (phone in London)
The US hotline:+1 203 541 0040 (phone in Connecticut)

We'll offer you a remote session (if needed). To start a remote session you must download either PC Visit or TeamViewer. During the remote session we will control your computer and provide you with any necessary actions. An appointment for the remote session can be made every business day from 1:00 am till 11:00 am CST.

Click here to check what's the time now in the Central Standard Time Zone (CST)>>

If the Support case has to stop, for instance missing drivers on your PC (like a TAPIi driver that has to be installed by your phone company) our team will stop at that point, and ask you to log back in as soon as this task has been completed.

Paid support is charged in advance and will be billed in 15-minute units. You can order it here>>
Buy support units now

UNPAID SUPPORT

When using unpaid support you need to follow these steps:

1. Check our Knowledgebase with FAQ,*
2. Read the respective online manual,
3. Create a ticket,*

*see below

To apply for this support you need to follow these instructions:

Apply for support

1. Always start solving you question from our support Knowledgebase. Here you find an FAQ with solutions. To find the answer you can use the navigation panel or the search option.
2. Read the online manual for your product, available from each product page.
3. If you didn’t find the answer in the knowledgebase, you can submit a ticket on our support website and than use our Live Support (see below).
   Click to read an Important Information about how to describe your questions>>

To submit a ticket you should:

1. Fill in a form
2. Describe you problem and actions you have done following to Important Information about how to describe your questions>>
3. Submit an attachment if needed. It can be a screenshot with the error message, a log file and other files that describe ACT! settings and your actions.

You can upload files in several ways:

• Using the ticket form – only one attachment please.
• On our website form you can attach five files and put the number of the ticket in the message field,
• In the support window of the addon’s configuration you can attach a log file and put the number of the ticket in the message field*.
• If you need to send us a big file such as a backup of the database you can use www.zeta-uploader.com (>80mb)**

*Log Files – describes program errors. If program errors occur you need to send us the log file with the error description. For that you should:

1. Submit a ticket here>>

2. Go to the addon’s configuration = > Support window, put trace level 5 (for DialIT tick TAPI Trace in the DialIT settings as well). Than save your changes and close ACT!. Open ACT! again, repeat the procedure causing the error and create a logfile. Send the logfile via e-mail including the ticket number in message field.

3. Put trace level 0 and uncheck TAPI Trace for DialIT. Save changes and close ACT!

**Backups. Sometimes we need additional information on errors. For example, if you have problems with ExportIT/ImportIT, we need a backup of your ACT! database and the ImportIT/ExportIT template. You can read what kind of information should be sent in a Knowledge Base article>>.

After submitting a ticket you can login for an online chat (applicable for paid support only) by pressing this button 

It is possible that our support team will ask you to make a phone call and/or remote session.

To start a remote session you must download PC Visit or TeamViewer. Than follow the instructions of our support team.

For telephone call please dial to our lines in the USA, Germany or the United Kingdom:

• German hotline: 089 454 6170
• UK hotline: +44 207 099 1815 (phone in London)
• The US hotline:+1 203 404 7508 (phone in Connecticut)

Support FAQ:

1. Installation, configuration and use – read answers in the manual and the Knowledgebase.
2. Program errors– submit a ticket and send us the logfile (with additional files if needed).
3. Licensing –submit a ticket.

• If you encounter licensing problems while downloading an addon for the first time or you want to reinstall your computer system or change your computer – submit a ticket.
• When upgrading ACT! you need to pay a particular percentage of the current addon’s price and get a new license key>>
• By upgrading an addon to a higher version (e.g. from Basic to Advanced) the money paid for the old version will be credited, however 15% upgrade fee will be billed. Aou will also get a new license key.

IMPORTANT:

• If you notice a program bug – support will be given to you free-of-charge.
• Support requests that do not include the information we have asked you to provide may take longer to answer or may not be answered at all. The more detailed your query is the more specific we can analyze and process your request.
• For free support we require an active participation from your side, which means you should attend to our questions as soon as possible.
• Free support can only be offered for the most recent versions.

Anyway, isn’t your time too valuable to throw it away on trivial things like installing an add-on? Certainly, the user manual is quite clear on how to do it. But who’s reading it? An hour or so later and after the third unsuccessful trial-and-error attempt your nerves have been wrecked and you give up.

Save your nerves, your time and don’t waste your money. Take advantage of our flat-rate Install Support (for workstations only). Specialists, rather often even the developers, take care of your installation and configuration needs by remote session and/or phone. So you can start right away to successfully put your new add-on to work.