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

Our support team is glad to respond you during 16 hours any business day -
from1:00am till 5:00pm CST>>

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

• You should read our manual by clicking on Online-Help icon below addon’s setup or print this manual by downloading it in PDF file. Follow instructions with installation, configuration, licensing and application. Additional answers you can also find in our Knowledgebase>>
• If you still have questions we offer free installation support including installation, configuration and short introduction. It can be offered within 60 days after purchasing addon and to only one (1) 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: +44 207 099 1815 (phone in London)
  The US hotline:+1 203 404 7508 (phone in Connecticut)

PAID SUPPORT:

Support units can be used with any problem regarding the 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 while applying for support (like creating tickets, send logfiles e.t.c.). You just need to call us to our US, UK or German number and we will do everything that is necessary.

You can call us to 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:+1 203 404 7508 (phone in Connecticut)

 So for example if you are in the USA, than you dial to the US number with usual long-distance call.

 Than we offer you to make remote session if needed.

To start a remote session you must download PC Visit program from here>>.

During 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 5:00 pm 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 Tapi-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 this task is done

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 make several steps:

1. Check our Knowledgebase with FAQ,*
2. Create ticket,*
3. Login for Chat in Live Support.*

*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 can find FAQ with solutions. To find the answer you can use navigation panel or search option.
2. If you didn’t find the answer in Knowledgebase, you can submit a ticket in our support website and than use our Live Support  (see below).
   Click to read 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. Put attachment if needed. It can be screenshot with error message, log file and other files that described ACT! settings and your actions.

 You can upload files in several ways:

• Using ticket form – only one file as attachment,
• In our website form you can attach 5 files and put the number of the ticket in the message field,
• In support window of addon’s Configuration you can attach 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 you met with program mistake you need to send us log file with mistake description. For that you should:

1. Submit ticket here>>

2. Go to addon’s Configuration = > Support window, put trace level 5 (for Dial IT put Tapi Trace tick in Dial Settings also). Than save changes and close ACT!. Open ACT! again, repeat mistake and create logfile. Send logfile via email including ticket number in message field.

3. Put trace level 0 and uncheck Tapi Trace for Dial. Save changes and close ACT!

**Backups. Sometimes we need additional information about error mistakes. For example, if you have problems with Export / Import, we need Backup of your ACT! database and Import / Export Schema. You can read what kind of information should be sent in a Knowledgebase>>. 

After submitting a ticket you can login for online chat by pressing on this button 

If nobody replies you than you should try Live Support later or wait the response for ticket.

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

To start a remote session you must download PC Visit program from here>>. Than follow the instructions of our support team.

For telephone call please dial to 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:+1 203 404 7508 (phone in Connecticut)

Support FAQ:

1. Installation, configuration and using – read answers in manual and Knoledgebase.
2. Program mistakes – submit ticket and send us logfile (with additional files if needed). Than you can apply for Live Support.
3. Licensing –submit a ticket. Than you can apply for Live Support.

• If you meet with licensing problems while downloading addon for the first time or you want to reinstall your computer system or change computer – support will be given free of charge.
• When upgrading ACT! you need to pay particular percent of the current addon’s price and get new license key>>
• By upgrading addon to a higher version (e.g. Basic to Advanced) the payment of the old version will be credited, however 15% upgrade fee will be billed. Than you will get new license key.

IMPORTANT:

• If you notice program bag – support will be given to you free of charge.
• Support requests that do not include the information we have requested may take longer to answer or may not be able to be answered at all. The more detailed your query is, the more specific we can analyze and process your request.
• We require an active participation from your side, which means questions from our side have to be immediately answered.
• Support can only be offered for the most recent version, and there is no guarantee for a successful solution.

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