Priority Support

Have you checked the FAQ?

Often many common questions have been asked before. Please check the FAQ before proceeding

Priority support is available to registered users only. Registered users are users who have purchased an IntraWeb Subscription from Atozed Software. The subscription also must be current.

Support Credentials

As of August 2002, priority support for registered users is provided using private authenticated newsgroups. Soon after you receive your license key you will receive a username and password to access our private support system.

If you are an existing user, or have lost your username or password please use Atozed Customer System to request new ones.

Private Newsgroups

Private newsgroups are provided to give you access to priority support as a registered user. The priority newsgroups are the preferred and fastest way to receive support from Atozed Software. The private newsgroups are monitored more frequently than the public newsgroups, and the support team provides more in depth answers and assistance. The support team that monitors the priority newsgroups is larger and is divided among different continents and time zones to provide maximum coverage. In addition the A-Team, Team-Zed, and other users participate in the priority newsgroups.

To access the priority newsgroups use the news server support.atozedsoftware.com and use a news reader (NNTP) such as Microsoft Outlook Express, XNews, or other. You will need to configure your news reader to use authentication and specify your support credentials. If you have binary attachments to post, please post them in the .attachments group accompanied by a seperate post in another relevant group describing the attachment and alerting others to its presence. Binary attachments are limited to 150 kb.

For information on configuring your newsreader, please see our FAQ

Web Forums

Private web forums are accessible in case you are having problems with your news reader or cannot access NNTP due to other restrictions. You need to use the same support credentials as those of the newsgroups. Web Forums

Email

If the email is private in nature you can obtain technical support by e-mail. The support team that monitors e-mail however is smaller and does not include the A-Team, nor other users who often help as well. Please only use e-mail for support if the issue is private in nature. If the issue is not private in nature you will be politely referred back to the priority forums.

We attempt to handle e-mail as fast as we can, however support via e-mail is slower than the newsgroups because of the smaller team and time zones. Please do not send technical support requests via e-mail because you think it will be faster. Always include your support credentials in all e-mails to technical support so that our support team can differentiate you from evaluators and Delphi 7 users and process your messages with priority. Never provide your support credentials to anyone other than Atozed technical support or post them publicly!

Do not send large attachments or uncompressed bitmaps. Some things should not need to be stated but on a regular basis users send us 32 bit color uncompressed bitmaps in high resolution. Even small bitmap screenshots normally exceed 1 megabyte and it is not uncommon to exceed 4 megabytes. Clogging up our mailbox with 10 megabyte attachments is not a good way to start a support incident. Please take an additional 3 seconds and ZIP or preferrably convert your images to JPG or GIF format before attaching them.

E-mail support for registered users with valid and current support credentials can be accessed through the Atozed Customer System.

Code Debugging

For registered users we will look at code if necessary to determine problems either with IntraWeb or your code. However please be kind enough to follow these guidelines.

Telephone Support

In cases where newsgroups cannot be reached we can assist in e-mail or in necessary cases by telephone support. Telephone support must be prearranged and preauthorized with Atozed technical support staff. Customer must assume toll charges since our customers are distributed in over 80 countries and many countries have excessive tariffs on inbound calls.

Why do we not offer telephone support as a default? It is simple:

1. Telephone support is expensive, and typically used by only a small minority.
2. A smaller minority of those in #1 abuse the support and consume well over 95% of the resources. These users often also seek technical support not related to our products but seek general technical support on Delphi, Java, or general programming.
3. We provide answers by electronic means very quickly - in many cases in a matter of minutes.
4. Telephone is not a good medium for displaying source code or other technical information.
5. Our support staff is distributed among different time zones and continents to provide 24 hour coverage electronically. To route telephone calls properly would be prohibitive. In the past we used private telephone numbers to route to the appropriate person and problem users (in many cases evaluators) abused such privileges calling at times that they knew were early morning hours.

Few vendors provide 24 hour telephone support. We provide the best coverage we possibly can electronically, much more than we could using telephone support.