Standard electronic support is available for
- Current Enterprise and Desktop Ultra, Pro or Std Service Contract holders
- Term license users
- Users still within the 30 day warranty period
- Users who are not past the one year of email support included with the current release at the time of purchase
By Web
All users can log into our Support Case Portal to create Support requests and to view real-time information on existing requests.
Desktop and Workgroup users can fill out our online web form Support Web Form.
Ultra Support Service members can login into their Personalized Customer Connection Web Form.
By Email
You can either email support@cambridgesoft.com (be sure to include your serial number so we can verify your Support eligibility) for Desktop/Workgroup questions or use esupport@cambridgesoft.com for Enterprise questions.
If you are no longer eligible for free email support, you can purchase an email incident at our SciStore.
Please note that only the Ultra Support Service Plan covers Software Developer Kit related questions, such as automation questions, custom script help, or sample scripts. For SDK questions by users not covered by an Ultra level support plan, please visit the SDK web site.
By Phone
Phone support for technical issues will be available at no charge for the following customers:
- Current Enterprise and Desktop Ultra, Pro or Std Service Contract holders
- Term license users
- Users still within the 30 day warranty period
Customers can call Monday-Friday: 8 AM-6PM EST, CET, and JST
- US Toll-Free: 1 800 315-7300
- International: 1 617 588-9300
- Europe Toll-Free: 00 800 875 20000
- Europe Tel: +44 1223 464900
*If you are not eligible for free phone support, please have your credit card available when calling. Desktop phone support per incident charge will be $60.
Enterprise Service
