Support Request | DidItBetter Support

Support Request to Open a Ticket

Let us know how we can help by completing the form below. When we respond (or if we already responded), the email will reference a case ID (ticket number) in the subject line; when you Reply All from the email, the ticket will be updated automatically.

LICENSED END USER

Email Support
Licenses include software assurance which covers updates and upgrades on the licensed app available for download and basic email support for the duration of your software assurance term (1, 2, or 3 years). Email support does not cover third party product support, remote/phone support, migrations, moves/reinstalling on new replication machine, disaster recovery, crossgrade support, custom forms which require Premier Support or higher level support. Email support is answered on a first come, first serve basis.

Premier Support for Remote/Phone Support Help
Premier Support clients requesting appointments are handled first. Sessions are held by appointment weekdays during our normal business hours, excluding US holidays. If you're low on remaining time and need to add more support time to your Premier Support, or if you didn't have any in place, below are some options to escalate from basic email support to remote/phone support with one of our engineers. If you're not sure what you need, contact us. For more information on our support services, visit the DidItBetter Technical Support Line Up .

4 hour block for $399 Buy Now
8 hour block for 720 Buy Now
15 hour block for 1305 Buy Now
20 hour block for 1699 Buy Now

To purchase a block of hours, place your order on our online store for the preferred option.

Our DidItBetter Software Support team is available by appointment to provide remote and/or phone support services weekdays from 9 a.m. to 5 p.m. ET (excluding holidays). After-hours support scheduling from 5 p.m. to 10 p.m. ET is also available by appointment and billed at after hour rates.

TRIAL USER

Proof of Concept Trial Install for First Time Trial Users. If this is the first time your organization is trying our sync app, let us help you get the trial up and running so we can ensure a successful trial. Contact us by completing the support request below. We can help guide you through the installation and configuration, review the basics, certify the installation and train you or you designated Sync Administrator on Best Practices for full automation. When you move forward with licensing, we'll deduct any install support time from the block of Premier Support hours included in your license bundle.

Please answer a few questions below to open a ticket.

You are a

Product

Type of Support

Describe the problem

Your First Name

Your Last Name

Your Company Name

Your Contact Number

Your Email

End User Company Name

End User Company Contact

End User Phone Number

End User Company Email

If you're a trial user, are you near the end of your trial period? Licensed users, skip to next question.

Software Version

If you're getting an error message, what does the error message say exactly

For Replication Customers: If you are having replication issues, sometimes it is best for us to know what kind of relationships you have set up to assist us helping you with a prompt issue resolution. For example, do you have Public to Private, Private to Public, Private to Private, for Calendars, Contacts, GAL, Tasks, Notes, Posts, etc. Are they single relationships or created with the Relationship Group Manager or a mix of both. Did you start with Standard and go to Enterprise?

What situation best describes your installation

If Other, please specify

What situation best describes your server installation?

If Other, please specify

How many users in your organization?

How many users have sync relationships?

Please select all mobile device(s) you use
iPhones
iPads
Androids
Blackberry
Good
Windows Phone
Other

Please summarize any changes in your environment or platform? Have you or anyone else installed software, any updates or upgrades, hardware, replaced servers, or made any changes to your system including permissions changes or disabling any user accounts?

Current replication problem - select all that apply.
No problem, need consultation
Not syncing at all
Not syncing one part
Not making relationships
Items not changing when changed in the source
Items reverting
Duplicate items in destination folder
Errors in the Event log
Relationships stuck in the trash
Running ancient version & want to upgrade
Syncing to Outlook but not to mobiles
I'm the new Sync Administator
I need Tranining/Certification of replication system

History of your installation
Don't know
Always been Add2Exchange Enterprise
Always been Add2Exchange 365
Always been Add2Outlook
Crossgraded to Add2Outlook
Crossgraded from Add2Exchange Standard to Enterprise
Used another product
Crossgraded from Add2Outlook to Add2Exchange 365
Upgraded from Add2Exchange Enterprise to Add2Exchange 365 Edition
Haven't used any sync product in the past

Kind of relationships - select all that apply
Calendar
Contacts
GAL
Tasks
Posts
Notes
Confidential Post It Notifier
Don't know

Relationship Configuration - select all that apply
Single relationships
Cloned Template relationships using Relationship Group Manager
Mix of both types of relationships - single and RGM
Public to Private
Private to Public
Private to Private
Public to Public
Resource Mailbox to Many Private
One to One
One to Many
Many to One
Many to Many

Site Search

Support Request to Open a Ticket

Let us know how we can help by completing the form below. When we respond (or if we already responded), the email will reference a case ID (ticket number) in the subject line; when you Reply All from the email, the ticket will be updated automatically.

LICENSED END USER

TRIAL USER