We offer email support for Mach5 Mailer. We do not offer direct call-in phone
support. In some circumstances we may wish to have a phone consultation with
you to assist you with a problem, and may ask to work out an appointment with
you during a time that is convenient for you and also for our support staff.
When you need help, please send us the details! We can only help you if we
can thorougly understand your problem and your situation. So please help us
out by giving us complete information.
Please send
in all relevant information to us, which may include:
Software version
Operating system
Database software version
Method of connecting to database (SMTP server built-in, internal or external?)
Log information from Mailer
You may get an automatic reply from our customer support system, and your
issue will receive its own ticket number. Our technical support staff will
then respond to you as soon as possible.
Should you need to upload logs or test files or something, please place them
in a directory or folder together and zip them into an archive (compressed
folder), and then name it as follows: yyyy-mm-dd-lastname.zip, like 2002-10-25-Landis.zip.
You can then upload via ftp using our web based form.
