General Support Q&A
1. How do I contact NuSphere Technical Support?
We offer to all NuSphere members two support options: support forums and email-based technical support. Both customers and evaluators are welcomed to submit an issue on our support forums, although we cannot guarantee the immediate response, though commonly your post will be processed in less than 1 day.
For PhpED issues please click here, Technology Platform queries can be posted here, and UltraSQL support is available here.
The other way to tell us about the problems with product is email-based support for NuSphere products. Queries from NuSphere Advantage customers with a valid maintenance contract are of top-priority for us, NuSphere guarantees that these issues are responded within 1 business day.
2. How can I suggest an enhancement to NuSphere products?
Please visit our support forums where you can submit a feature request for PhpED, Technology Platform, and UltraSQL.
3. What information should I provide to Technical Support in order for them to resolve my issue in a timely manner?
When asking a question of technical nature you should provide the following information:
- your operating system details
- NuSphere product version
- full description of your problem
- description of the error messages received
- what was happening at the time the error occurred?
- how frequently the error happens?
- can you work around the issue or do you consider it a showstopper?
Also please provide a reproducible case if applicable.
4. What are the working hours of NuSphere technical support?
Technical support is rendered from 8 am - 5pm EST, Monday through Friday, excluding US public holidays. If you contact us during non-business hours, your issue will be promptly reviewed and responded on the next business day.
5. What kind of assistance is offered in the technical support packages?
NuSphere Technical Support is designed and dedicated to assist customers in achieving success in installing, configuring NuSphere products when deploying their applications. Reported incidents are limited to specific technical issues or functionality that you are having difficulty achieving with NuSphere products. This would include support for installation and configuration issues (part of your 30-day Installation support service), and technical issues that relate to the use of supported databases, PHP, and PhpED (part of your extended Advantage services).
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