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. 


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 . 

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.


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.



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