Welcome to Softek Global Support on the Web! This site enables you to report new problems, view problem solutions and related fixes, as well as download documentation and access many other web-based support features.

Use this website to:

• Track the status of problems opened by your site, submit a new "call," and view available problem solutions and fixes. Click here to find out more about using the web interface to report and track problems or view solutions.
• View or download product information.

What do I Need to Start?
You need a userid and password before you can access most areas of the Technical Support web site. To register for a userid and password, click here.

Reporting a Problem on the Web
You will need to provide the following types of information when entering a call on the web. (Instructions for entering the information are described in the Call Tracking help section.

What are the First Steps I Should Take?
Follow these steps to get up and running on the web:

1. Using your web browser (Internet Explorer 4.0 or higher or Netscape 3.0 or higher), go to the Call Tracking Center
2. Select "Report A New Call Case."
3. When prompted by the security panel, type in your Call Tracking ID and password. (If you do not have an ID and password, click here to apply for authorization).
   In the "Log a New Call Case" form, enter information in the required fields (required fields are emphasized).
4. In the Problem Description (large text) field, enter a detailed description of the issue you are reporting. It should include:
   • An accurate description of the task that was being attempted,
   • Any error messages that were encountered,
   • A pointer to the location of any logs and objects that were generated
   • Steps taken to produce the problem,
   • Whether or not this is a reproducible problem
   • Who to contact for more information, or any specifics on any question or document request.
5. When you are finished entering your information, click Insert to submit the new call. A support engineer (SE) will be assigned to this call, and will be in contact with you for any further information needed for resolving this issue.
6. Be sure to make a note of the Log ID number. This is the number to refer to when tracking the status of your call.

How Do I Handle a Severity 1 Problem?
You cannot submit a severity 1 issue using the online Call Tracking forms. If you have a severity 1 issue, you must call into the Softek Global Support Center at 1-800-66SOFTEK available 24/7/365. (Austrian Call Directing call +44 1256 386500 temporarily).

How Do I View Problem Solutions?
You can use the web-based Call Tracking Center to view a list of Solutions. Solutions describe fixes that are available for problems that were previously reported for the product.

1. Using your web browser (Internet Explorer 4.0 or higher or Netscape 3.0 or higher, go to the Call Tracking Center
2. Select "Search for Solutions by Example."
3. When prompted by the security panel, type in your Call Tracking ID and password. (If you do not have an ID and password, click here to apply for authorization).
4. In the "Search for Solutions - By Example" form, enter information in the required fields (required fields are emphasized). Be sure to enter the Product, Component (for example, BASE) and Product Version (for example, 4.1.0).
5. When you have finished entering your search information, select Find to view a list of Solutions.

Other Related Information

The Softek Global Support Center operates and supports software products and services 24 hours a day, seven days a week, 365 days a year. Service and support is provided by Softek representatives in the field and its support centers worldwide.

Existing Softek customers can contact the Softek Global Support Center at 1-800-66SOFTEK.

Potential Softek customers may contact one of our office locations for information.

• How do I Open a Customer Account?
• How do I use the Call Tracking System?