Technical Support

Welcome to the Ideagen Technical Support Site. Customers with a valid support contract can login via the 'Account Login' button above, and gain access to CD downloads, Patches, Utilities, KB Articles, and also raise Support Tickets.

Below are last months support call resolution statistics; The chart shows that 65% of all calls made to Ideagen's technical support team were resolved in a single telephone call or email.

 

Ideagen have a proven track record for providing outstanding support and a commitment to continued development of our product range. We are here to help in those situations when you need us most - from assistance with upgrades and installations, to those 'how do I do..?' questions. Most of the Support Team have between 10 and 15 years experience supporting Workbench. So by contacting us, you know you are receiving the very best and up to date advice. 

See what our customers say

If you have a query about the  Workbench suite of products that you cannot find an answer to, please call or email a member of the team. 

 

Frequently Asked Questions

 

 

Forgotten Support User Login ?

Contact technical support and make a Login Request.

What am I entitled to if I have a current support contract?

There are many benefits to having a support contract:

• Unlimited Access to Telephone Support
• Access to the Technical Support website
• Knowledgebase and Training Materials
• Remote Diagnostics
• User Groups sessions
• Requesting new features via our Wishlist program (see below)
• Free software upgrades (software only)
• Reduced costs for engineer site visits (option 2 contract only)

What is the Wishlist program?

Developments in our software are ongoing and reflect current trends and standards as well as being flexible to how you like to operate. This development is largely influenced by your requests and feedback through our Wishlist program. Put simply, if you would like to see a new feature / alter the way a current feature works or to request integration with another application, you can submit this to our support department. The request will be discussed at a development meeting and are likely to be implemented providing they satisfy the following criteria:

• They do not compromise the integrity of the product
• They are likely to be of benefit to a greater audience
• They do not significantly affect the planned development timeline
• They are supportable in the long-term

 

Contract expiring ?

If your support contract has expired or is about to expire, you can arrange renewal by contacting Technical Support or speaking to your Account Manager.

As part of the investment in your Workbench Compliance System, it is important to have a valid support contract in place. Not only does this offer full peace of mind should technical or usage problems arise, but adds toward the overall compliance of your business. An unsupported system may contribute toward a non-conformance or jeopardise your accreditation, as there is no approved or guaranteed method of fault resolution.