Technical Support

Is Technical Support free?

All the users of any software from Sierra Software will receive assistance from the software dealer or from the software maker (we) free of charges, on problems related to the installation, registration and activation of the software. This service is not guaranteed for users of old software versions.

Technical support for issues not related to the installation process must be addressed to the corresponding software dealer. Software dealers may offer free or charged support plans.

You can also get assistance for any issue directly from the software maker, through the incident technical support (ITS) service. A ticket for ITS must be previously purchased.

Before asking for assistance from our technical support staff…

If you should make any inquiries, we suggest you to follow the following steps to reduce the response times to your query and to solve any inconvenience as soon as possible:

Search your problem on the available self-help tools

Search the topic of the query on this website, in this page, in the section Troubleshooting, in the section Frequently Asked Questions or in the User’s Manual. There you will find the answers to many known issues or previously reported problems. This service is completely free.

We know that time is your most valuable asset. That's why Sierra Software offers many resources to help you answer your questions by yourself, in the quickest, most efficient and comfortable way.

Make sure that your software product is correctly registered under your name

Before any query, please check in your product that the contact information registered (name, email address, etc.) is correct. This information will be required to you prior to any user care service.

Very often the communication between the end user (client) and the software’s support systems (those that process passwords, installations, activations and warning requirements) cannot be established correctly, due to the incorrect user registration. Sometimes, this is the only and simple reason and explanation to the problems that may arise, particularly during the processes of installation, activation, live-update and access to the services sites (service center)

Install the last maintenance version available for your software version

The software manufacturer may regularly introduce changes to the product or to any of the processes related to the installation, activation, registration, update and complementary services. Therefore, it is likely that, if you do not have the latest version of the software, you might be experiencing any of the problems previously solved.

In order to avoid any possible chance of facing a problem case already solved, devoting unnecessary efforts to communications, monitoring and explanations, we would kindly ask you to obtain and install the latest minor version available of your product. You will find the latest version in the services site (this is not applicable when there are leaps on to major versions).

It is likely to happen that the software dealer has not provided you with the latest version, since the software manufacturer offers the latest versions through Internet to all users. Please install the latest version available to speed up the feedback from technical support.

Ask to your Software Dealer

Your software dealer knows the program you have purchased, and may probably provide you with answers (in your own language) when your query is not included in the self-management search articles.

Ask your dealer about the availability of this service or other support plans offered, their costs and conditions. Each software dealer may offer a different policy of customer service.

Ask to Sierra Software

If your query has no answer in the self-management search, and it exceeds the knowledge of your software distributor, you can ask to the software developer directly (English or Spanish only).

The response time may be slower than in the previous ways.

Fill the following form

Problems to Install the Software

Contact Information

Company Information

Product Information

Technical Assistance Ticket

Purchase TSI support service

Preliminary Steps

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