If you purchased your BASIS product from a distributor, reseller, or OEM, please contact them for technical support. They will either
answer your question or will contact us on your behalf. For a complete listing of our international distributors, please refer to
http://www.basis.com/sales/index.html.
Refer to our technical support Web page
http://www.basis.com/support/contacts.html for a listing of all our technical support services, including our knowledge base and other online
resources. For information about the BASIS Technical Support Policy, see
http://www.basis.com/support/policy.html.
BASIS Technical Support analysts are available Monday through Friday, 8:00 AM through 5:00 PM (Mountain Time (
MST GMT -7,
MDT GMT -6) ) at
+1.505.345.5021. Technical support is also available via e-mail at
support@basis.com or via
e-support at
http://www.basis.com/support/. BASIS can only process a request for technical
support with a valid product serial number.
Also, refer to
http://www.basis.com/support/contacts.html
for additional information on how to contact BASIS Technical Support.
When calling or sending a technical support question, please provide the following information:
1. The product serial number.
2. The name of the product and the product's version number.
3. A complete description of the problem, including the product error and the TCB(10) value, if available.
Other pertinent information includes:
1. The operating system name, JRE, level and version.
2. Is the error consistently reproducible, or is it sporadic?
3. Is the error isolated to a specific machine or user?
4. Is this a new installation or has the system been in place and operating normally?
5. Is the problem network related/specific?