In support, we do our best to work through any problems you might have with the software as efficiently as possible. However, there can be some issues that are harder to track down than others. While we keep meticulous logs of web traffic and any errors generated by the system, there are times that a little more of just the right information can go a long way. Here are some things that you can do to help us to assist you better.
- Always include a link to the page in question.
- Include the specific steps for how you arrived at the page or how you were able to replicate the issue.
- Tell us who had the issue. The Rep Number, Customer Number or Back Office username.
- Include screenshots of the issue.
- Specify the exact date and time with your local time zone.
- Include a video if there are too many steps to relay easily.
- Can you replicate the problem 100% of the time?
Providing this information will help us to identify and resolve the problem quickly. The best way to reach support is by a phone call to 813-253-2235, Option 1. You may also email us with the information to support@bydesign.com. If you have artifacts to share (as described above), try emailing first, then calling!