FAQ - Technical Support - JAKWEB Live Support Chat, HelpDesk and Cloud Chat

Technical Support

22.03.2017 3224

Technical support period is activated starting from the day of the license purchase (when purchased in our online shop). You can ask an unlimited number of questions during the support period.

Support Hours

Monday - Friday: 9am - 8pm

We are based in Switzerland GMT +1. Please remember this and the corresponding time difference, when sending a request to the technical support team.

Support via Support Tickets or Live Chat

Support is available via live chat and support tickets.

The preferred way of support is through our support tickets, please provide following information:

Select the correct category
Installed version
Detailed description
One question per ticket

When you are using our Live Chat, please have following information ready:

Order / License Number
Software
Installed version

Please note: on busy times or complicated questions we might ask you to open a support ticket so we have more time to investigate your case.

Here’s what we assist you with during the support period:

We only support the latest version of our software.
Explaining how to configure the default software features.
Answering general questions on how to set up our software.
Solving problems that occurred because of wrong configurations.
Advising on the software architecture.
Exploring questions concerning the default software workflow.
Consultations on our software functionality.
Assistance in configuring your Live Chat 3, Live Chat PHP Server, Helpdesk 2 and CMS installation.
Resolving issues occurring during the software operation or issues that arise with functionality if they are not the result of your code changes.

Here’s what we DO NOT assist you with during the support period:

We do not support old releases, update first and check if the issue still exists.
Exploring the issues caused by the server configuration and / or code modification.
Help in custom modifications.
Upgrading your software and resolving issues that arose during the upgrading.
Modifying the default software functionality.
Install the software for you.

Error correction!

We guarantee to correct all bugs found in the original source code absolutely for free as long we maintain the software. All licenses come with a lifetime access to updates we advice you to always update your installation to the latest version available as soon as possible.