Getting Help

The WinSyslog Service is very reliable. Here’s how to get help if you encounter problems.

Please note that all options (except priority support) are also open to evaluating customers. So do not hesitate to try them. Help is available in English and German language. Our local resellers may provide support in the local language. Please check with them.

Frequently Asked Questions

For a current list of Frequently Asked Questions (FAQ), please visit https://www.winsyslog.com/category/faq/general-questions/. The FAQ area is continuously being updated.

Customer Service System

Our Customer Service System is available at https://ticket.adiscon.com. With it, you can quickly open a support ticket via a web-based interface. This system can be used to place both technical support calls as well as general and sales questions. We would appreciate if you select the appropriate category when opening your ticket.

Please note: the Customer Service System asks you for a User name or email and Password when you open it. If you do not have registered yet, you can simply click the “register now” button to do so. If you choose the continue “as guest” button you can also open a ticket without registering first.

Why using the Customer Service System? As you see further below, we also offer support by email. In fact, email is just another way to create a ticket in the Customer Service System. Whenever we reply to your ticket, the system automatically generates an email notification, which includes a link to your ticket as well as the answer we have provided. However, there are some situations where the support system should be used:

Email notifications do NOT include attachments! If we provide an attachment, you must login into the ticket in order to obtain this. For your convenience, each email notification contains an active link that allows you to login immediately.

If you seem to not receive responses from us, it is a very good idea to check the web interface. Unfortunately, anti-SPAM measures are being setup more and more agressive. We are noticing an increasing number of replies that simply do not make it to your mailbox, because some SPAM filter considered it to be SPAM and removed it. Also, it may happen that your support question actually did not get past our own SPAM filter. We try very hard to avoid this. If we discard mail, we send a notification of this, so you should at least have an indication that your mail did not reach us. Using the customer support system via its own web interface removes all SPAM troubles. So we highly recommend doing this if communication otherwise seems to be distrubed. In this case, please remember that notification emails may also get lost, so it is a good idea to check your ticket for status updates from time to time.

Email

Please address all support requests to service@adiscon.com. An appropriate subject line is highly appreciated.

Please note: we have increasingly seen problems with too-agressive SPAM filtering, resulting in loss of our replies. If you do not receive a response from us within two working days, we highly recommend re-submitting your support call via the Customer Service System.

Phone

Phone support is limited to those who purchased support incidents. If you are interested in doing so, please contact us via the Customer Service System for further details.

WinSyslog Web Site

Visit the support area at http://www.winsyslog.com/help/support/ for further information. If for any reason that URL ever becomes invalid, please visit https://www.adiscon.com for general information.

Software Maintenance

Adiscon’s software maintenance plan is called UpgradeInsurance. It offers unlimited free upgrades and priority support during its duration. It can be purchased for a period between 1 and 5 years.

Click here to learn more about UpgradeInsurance.

Non-Technical Questions

For non-technical questions please contact us via the Customer Service System.

Product Updates

The MonitorWare line of products is being developed since 1996. New versions and enhancements are made available continuously.

Please visit https://www.winsyslog.com/ for information about new and updated products.