Support

Technical Support

You can freely file a bug report or request in our ticket system.

With Support Licence

Every software licence includes 30 days of free after sales technical support. The enterprise edition additionally includes 1 year of free personal support. Please use the email address you received with your invoice to get in touch with a technician.

Without Support Licence

If you don’t have a licence including free support we will take your bug report as well. You won’t however be able to get in touch with a technician to help you personally.

Upgrade policy

Update, patch, update or bug fix – these terms ultimately mean the same process: We eliminate errors, close security gaps or add new functions without having to reinstall the software. Our updates are free for our users as part of our upgrade policy.

Make it a rule to pay attention to updates in our software and not to click away. Before submitting a support request, make sure you have a current version of our software installed.

The updates for our Z-Software are not chargeable and are made available free of charge for the current major release via the intrigued live update. This applies equally to all Z-Programs.

Upgrades, i.e. changing to a new major release (main version) – e.g. changing from version 5 to version 6 – are subject to a fee. However, we grant a free change to our users who have only purchased their license shortly (3 months) before a release change. Our upgrades are low cost, which will help us continue to develop the Z-Software in the future.

What should you include in a ticket?

A detailed description of the error

The more information regarding the error or problem you encountered you provide us with the easier it is for us to help you. Your provided information can help us reproduce the error.

Log File

Please send us the log file of the backup set that produced the error. The log file contains vital information we need to be able to help you.

Screenshots

Please provide us with screenshots if you think they will help us understand the problem further.

What should you include in a ticket?

A detailed description of the error

The more information regarding the error or problem you encountered you provide us with the easier it is for us to help you. Your provided information can help us reproduce the error.

Log File

Please send us the log file of the backup set that produced the error. The log file contains vital information we need to be able to help you.

Screenshots

Please provide us with screenshots if you think they will help us understand the problem further.

Registering licences for


Z-TapeBackup, Z-TapeLoader, Z-VSScopy, Z-FTPcopy & Z-Scan2Send

Please send the following licence information to our sales department.
You will find an option in our software to send this information easily.