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Technical Support

A Manifold product license includes access to self-support via Manifold web-based resources as well as two prepaid incidents of standard technical support by email. Additional technical support services may be obtained for a fee. Technical support is available only for the current release of Manifold System with the latest update installed.

Very important: To avoid wasting support incidents, please read the Contacting Technical Support page before attempting to obtain technical support. Please also read the Technical Support topic in Help for complete details on technical support policies that apply to your license.

Very important: You do not need a technical support token for most activation questions if you follow the instructions in the Activation Support page. Please read that page to learn how to get priority support for installation and activation questions without use of a technical support token.

Support Resources

Support Incidents

Manifold products are supported by email for a fee. Although Manifold technical support is very inexpensive, it is not free. Technical support is provided for a low fee via email. Technical support service products are sold that allow Manifold users to choose what level of support they prefer, from a single incident to ten incidents at a discount. Technical support incidents are available as standard support incidents or as developer support incidents. Standard incidents provide answers to routine interactive usage of Manifold. Developer support incidents provide answers to more technical questions, such as those involving programming, SQL, customization, IMS, License Server, Runtime licenses or Enterprise features. Technical support processes email inquiries during business hours on business days. See the Contact page for details on hours and holidays.

Most Manifold licenses will include two prepaid standard technical support incidents. Additional incidents may be acquired at very low cost; however, experience shows that those users who read the user manual in the recommended order and who participate in online user forums will never use a technical support incident, not even one of the two prepaid standard incidents provided with the license.

Each question asked of technical support constitutes a separate incident, regardless of whether the question is a trivial question or a sophisticated question. A technical support incident provides an answer at the lowest resolvable level of operation of Manifold. General questions will receive very general replies, normally a citation to a topic in the user manual or other general comments to help the user get started.

Using tech support as a replacement for reading the user documentation is not efficient: tech support incidents are used for highly specific question, and relate to one function or to the lowest separable usage level of Manifold in a specific task. If a particular issue or question is discussed in the user documentation, a response to a tech support incident will not reprint that documentation. Instead, the incident will cite topics to read and any subsequent discussion will assume you have read, in full, the topics cited.

Almost all questions can be answered by careful reading of the User Manual. The User Manual provides immense detail on every aspect of Manifold, and includes many dozens of major examples and hundreds of step-by-step procedures. Do not waste technical support tokens on questions that may be easily answered by reading the user manual.

How to Buy Technical Support Services

Purchase technical support products via the the Online Store. Purchase the technical support product and you will receive by email tech support tokens of the number and class (standard or developer) you purchased. You can then use them when contacting tech support by email.

Contacting Technical Support

Very important: To avoid wasting your included two incidents, please read the Contacting Technical Support page before attempting to obtain technical support. Please also read the Technical Support topic in Help for complete details on technical support policies that apply to your license.

Links to Additional Information

Please visit the following links for additional information on technical support services.

Other Manifold.net Contacts

Please use tech@manifold.net only for technical support contacts accompanied by a valid tech support token, or for an activation question that follows the requirements of the Activation Support page. Please send all inquiries not of a technical nature, such as licensing or general business questions to sales@manifold.net.

All questions of a technical nature sent to other manifold.net email addresses will be routed to tech support. Sending email questions of a tech support nature to sales or to individual manifold.net staffers will delay the response and may waste tech support incidents.

Questions?

Please contact us at sales@manifold.net. We would like you to be happy with your licensing of Manifold products, so please do not hesitate to ask any questions before placing an order.

Suggestions to improve Manifold are always welcome. Please see the Suggestions page for tips on making effective suggestions.