Support

VistaDB only provides electronic support, there is NO phone support.  Tickets are issued to all registered users through our FogBugz bug tracking system.  This ensures that anyone within the organization can see the entire history of an issue at a glance (something email cannot match).

Free support is available for everyone via the support forum, and registered customers may open support tickets for more in depth issues.

Getting Help

• Support Forums

  Use our support forums to discuss and ask questions about VistaDB. These are not just other users!  The developers check these forums almost every day and answer questions.  Some of our users have been developing with VistaDB for years and run companies of their own.  We think the community aspect of VistaDB is one of the best reasons to join us.

• Pre-Sales Questions

  If you have pre-sales questions, please contact us. We will be happy to answer your questions.

Open a Support Ticket

• Submit a new Ticket

  We use FogBugz as our bug tracking system.  You do not have to create an account to open a New Ticket.  Just fill out the form and we will get back to you as quickly as possible.

• Existing Tickets

  You will receive an email from the ticketing system once you open a ticket. In order to update the ticket just reply to the email.  The ticket will be automatically updated.  The email should have also included a ticket number, and a letter code to let you check the status online.

Premium Support Plans (not currently offered)

• Pay-Per-Incident

  Customers that require deeper support may purchase a pay-per-incident support plan which entitles customers to call and open an issue. This issue remains open until a resolution is found. This is not a "per call" charge.
  

• Unlimited Support Plan

  Customers that require deeper support may purchase a 1-year Unlimited Support Plan which entitles customers to contact our electronic support anytime for assistance.

Why electronic support?

We get asked a lot why we provide electronic and not phone support.  The question comes down to better tracking of tickets.  A ticketed system ensure that anyone may pickup a ticket and respond or continue the support. 

Since all status is kept with the ticket there is no need to repeat information or start over with a new person.  Each person can review the case, see what steps have been taken, and respond without having to interrupt another VistaDB team member.