A reliable support service should be the foundation of every company. We work hard to make ours better and better.
Read a series of tips that can help you and our support team speed up the support process:
How to communicate support issues?
Use the correct channel
While we are happy to help and provide assistance over social media, neither Facebook, Twitter, nor YouTube is an official support channel. So, if you would like to receive a quick answer, please submit your case via our ticketing system.
Prioritize your ticket
We receive numerous support tickets per day, which is why prioritizing the severity of your issue is important for our support engineers.
We work with three levels of severity: normal, urgent, and critical.
Please make sure you also specify the urgency of your problem in the email's subject line or set it properly on the web interface. This helps us prioritize your case accordingly.
Report as detailed as you can
The more detailed the problem description is, the easier we can identify the solution. "BIG ERROR?!!?" kind of emails without any context may end up in longer conversations, while it would have been possible to locate and fix the issue with one single e-mail exchange only.
Be as specified as possible, and remember to attach screenshots and, if possible, an example file along with the bilingual document (.mqxlz format) to your error report. If you, for example, can't import or export a document, we will most likely ask for that very file.
Submit one ticket per issue
If you contacted support earlier and they helped resolve an issue, and now you have another problem, do not report it by replying to the previous email associated with the older case.
Instead, when something new comes up, send us a new email.
If you do otherwise, your issue might not get the appropriate attention because it has the old case’s subject/Ticket ID.
Forward the entire error message
When you get an error message in memoQ, it's best if you copy and paste the error message from the error box instead of sending a screenshot of it. If you send a screenshot of the error or attach an explanation, it is time-consuming, and our developers can't track it as fast and efficiently as possible. Also, if there is a "More..." button on the error window, expand it, and copy/paste the whole message.
We reproduce your issue on our end
When you report something, we will attempt to reproduce it, so if there is a chance, try to describe the exact steps you have taken before the problem occurred.
There is also a chance that the issue you are having has already been fixed. Therefore, it is very useful to specify the memoQ version you are working with - e.g. 9.7.13. If you are working in an online project, the server’s version might be important too.
We re-use solved cases
Once we solve your case, it becomes a valuable piece of information in our knowledge base that might help solve someone else’s problem in the future.
To read more about our support policy, see memoQ Zrt.'s General Terms of Service.