Getting the Most out of ApexSQL Support

Contact Support

Support Forums

The most effective way to interact with out support team is to post on our support forums.

Posts go to all members of the specific product team for expedited replies.  Support forums avoid email problems, redirected to wrong place, spam filters etc and also maintain an useful thread of the entire problem

Email

We are here to help you in any way we can. You can also email us your questions at support@apexsql.com in such cases where you might want to send images, attachments etc.

A few important things to note with emails to ApexSQL:

• Make sure ApexSQL's emailed reply is not caught in your spam folder.

• Include the name of the product (we have 10) if you don't use a product specific email address and all other pertinent details of the issue.

• Please include a phone number in the email.

• Look for the issue to be posted by us on the forum. We post all support emails on the forum and give track back URLs to note responses.

Please be specific instead of just saying "it doesn't work". Let us know the exact nature of the bug, problem or issue. This saves us time in getting a helpful reply to you.

Phone

You can call us at 1-866-665-5500. If, in the unlikely event, no one picks up and you get transferred to voice mail, please leave your phone number twice. Every week we get at least one call that we can't return since the phone number is inaudible. Leave a short message with name and phone number - when we call back you can go over the details in depth.

Note: a current Maintenance contract is required for Phone support.

Important Links

Activation

• Activation Guide
• Troubleshooting
• Activation FAQs
• Manual Activation Form

Other links

• Sales FAQ
• Contact Page
• Support Forum
• Download Page
• General FAQs
• General Troubleshooting

Support DOs and DON'Ts

DOs

• Please Do make sure you have the most recent version of the software. Currently all posted upgrades are free.

• Please Do use the forum if you can for fast service; make your question public so others can benefit and ensure it won't be forgotten.

• Please Do check to make sure ApexSQL emails aren't caught in your spam filter.

• Please Do check the forum to see if your email has been posted (usually with a reply). You can subscribe to topics for automatic notification.

• Please Do make sure to leave your phone number twice on voicemail if you call support.

• Please Do review our Support Engineer's creed - if we don't live up to it email the president@apexsql.com and let him know.

• Please Do include a phone number in your email to ApexSQL.

• Please Do email in your activation key to service@apexsql.com if you have a service issue.

• Please Do check out our great Sales FAQs, Activation FAQs and individual product FAQs like this one for ApexSQL Log for valuable and time saving information. You can also use the search functionality on our support forum to find answers that might already exist for your question.

• Please Do send as much supporting information (SQL server version, relevant scripts, duplication steps, etc.) as you can. This helps us dupe and fix the error as soon as possible.

• Please Do let us know how your support experience was. Was it fast? Did you get the answer you needed? Good or bad, let the President know how we did.
   

DON'Ts

• Please Don't email support issues to sales@apexsql.com, brian@apexsql.com, ashton@apexsql.com etc. Please use the forum, a product specific email alias, or support@apexsql.com for an expeditious response.

• Please Don't settle for incomplete answers. If you aren't totally satisfied with our support's response, let the ApexSQL President know.

• Please Don't accept delays in support. If it has been longer than 1 day call, email, or repost. Our goal is fast support with same day responses in most cases.

• Please Don't use generic terms like "not working", "crashes", "bombs". Please provide specific error message detail (if an error is produced), screen shots and any other descriptive info about the error.