To submit a new incident to Product Support, go to the Help Desk. Provide sufficient detail to allow Product Support to reproduce the problem and include all necessary attachments. Incidents logged through the Help Desk are automatically placed into the support queue and are resolved according to their priority level and the order in which they were received.
After submitting the incident, the Help Desk returns an incident number confirming the information submitted. Additional information and attachments can be added to the incident from the Help Desk detail page. Save the incident number and use it for any further communication regarding the incident.
If you are unable to submit an incident through the Help Desk, then you can submit non-emergency incidents through an email message to support@ewsgroup.com. Please note that submitting an incident through email places the incident in a queue with no priority attached, i.e., will be treated as a “Low” priority incident.