Contact Technical Support

If you are having a problem with any of our software. We recommend that initially you check out our searchable knowledgebase, and possibly use our Web Forums.

Our web Forums are actively monitored by our technical support team, so you are likely to get an official response to questions you ask there. Also, you can search through past messages to see if other people have had similar questions to you.

If you still need to contact our technical support team directly, the preferred method is by email.

Email technical support

Priority Email Support

Priority email support costs £100 per year per VPOP3 licence. We aim to respond to priority email support requests within 2 hours during the working day. During busy periods this may take longer, but we will always respond to emails covered by Priority Email support before emails under Basic Email Support. Users of Priority Email Support must designate up to two email addresses to be covered by Priority Email Support.

Purchase Annual Priority Email Support (£100 + VAT)

Purchase Annual Priority Email Support with Telephone Support (£150 + VAT)

Basic Email Support

Simply email your query to support@pscs.co.uk. We aim to respond within two business days, but often the response time is much quicker. Basic Email technical support is free of charge.

If your email is not working, you can go to http://helpdesk.pscs.co.uk to send a message to our technical support team through a web browser. You will also be able to view our responses online as well.

Note that if you include all the available information, you are likely to get your issue resolved much quicker. For instance, compare the two messages below - which are similar to actual emails we've received:

• VPOP3 stopped working today, but it was working fine yesterday- what's wrong?
• We use VPOP3 2.1.0a and we've started getting lots of 10060 error messages when connecting to our ISP's POP3 server (<server address>). Here's a copy of the full error message we got....

In the first instance, we will almost certainly need to reply asking for more information, adding delays to the resolution of the issue. With the second one we might be able to give a solution immediately because all the necessary information might be there.

Note that we will not phone you back following an email sent for free technical support. If you want to talk to us, use the telephone technical support service described below.

Fax technical support

You can fax your technical support query to 0845 053 0374 (or +44 1484 855802 if outside the UK). We aim to respond within one business day, but email support is our preferred method, and faxes may take longer to respond to. Use email if possible.

If faxing us, remember to put a return fax number or email address on the fax! We will not phone you back following a fax sent for free technical support.

Note that faxes are not treated more urgently than email requests. If your email is working, then email is generally the fastest way to get free support.

Telephone technical support

Telephone technical support is available during UK office hours (9.00am to 5.00pm UK time Monday to Friday), but is a chargeable service.

You can pay for telephone technical support either on an annual contract or for each incident as it arises.

The annual support contract costs £100 + VAT per year and covers you for all the PSCS software you own for that year, regardless of licence sizes. This support contract allows you up to 6 telephone support incidents within the support contract period. It also allows you to use any major upgrades which are released during the support contract period (not ones which are released before you take out the support contract). Support contracts can be paid for by credit card or cheque, but payment must be received before the contract becomes active.

Purchase Annual Telephone Support Contract (£100 + VAT)

Purchase Annual Telephone Support with Priority Email Support (£150 + VAT)

To pay for a support incident as it arises there are two options:

Fixed charge by credit card

The per-incident charge is currently £20.00 + VAT per incident payable by credit card at the time of the call.

An 'Incident' includes a specific problem and all the effort taken to solve the problem (or pinpoint the cause of the problem if not in VPOP3). So, even if a problem takes several telephone calls to solve, that is covered by a single charge.

Note: if your issue is something like 'I can't set it up' or 'explain all the settings to me', then we may charge by time rather than by incident.

Call 0845 053 0371 (or +44 1484 855800 if outside the UK) to obtain telephone technical support. A credit card will be needed at the time of calling to pay for the technical support unless you have an active support contract.

If the problem turns out to be a bug in VPOP3, then you will not be charged for the incident.

Premium-rate support line

If you do not have access to a credit card or you think the support call will be short, you may be better using our premium rate line for technical support for our VPOP3, VPOP3 FaxServer and vCAP products.

To use this service simply call 0906 2654505. Calls cost £1.00 per minute including VAT. These prices are for calls from a standard BT fixed line. Calls from mobile phones and other networks may be more expensive.

Calls can last no longer than 30 minutes. If the support incident has not been resolved after 30 minutes, you will be able to call back on our standard 0845 line to continue the call with no further fee to pay for the same incident that the premium rate call was about.

This premium rate service is only available from locations within the UK, and is available from 9.15am to 5.00pm UK time Monday to Friday.

If you have any problems using the premium rate line you can either pay for technical support by credit card on 0845 053 0371 or call the help line for the premium rate line on 0844 415 1402 (5p per minute) - this is only for help with calling the premium rate technical support line, not for technical support itself.

Remote Access Facility

If you have an annual support contract or use our fixed charge telephone support service then there is the option for you to allow us remote access onto your server to fix any problems directly. This option is available at no extra cost. This is useful if you do not want to follow our instructions on the phone. Doing this simply requires you to download a small utility onto the server at the time of making the support call. This utility will be removed completely from the server after the call. You can authorise us to remotely view or control your PC and chat to us using this utility. At the end of the session you will have the option to download a capture of the remote control session and/or chat transcript.

The remote control utility works through most firewalls without needing any extra configuration so is usually a simple option for those people who do not want to be doing technical things themselves.