Support

Customer service is vital to the operation and success of Softlution. We view customer service as being mission-critical, and Softlution support engineers all possess a customer-oriented attitude. We believe high customer satisfaction is the result of following through to earn customer trust and loyalty.

We provide the following services:


Support website

The customer support website provides useful information about the support department, helpdesk application and technical self-help. Our support website provides online resources for customers with an active support contract. Customers with an active contract can log in to access additional documentation and technical resources.

E-mail service/web response

E-mail support enables customers to contact Softlution support engineers by e-mail. Once they have received the message, our support engineers respond via e-mail or telephone. The languages of communication are English, Dutch and German.

Please indicate your support contract number (specified on page 1 of your Master Services Agreement) when using the e-mail support. To take advantage of our customer support, you must provide that contract number for verification.
You will receive an "incident number" or "trouble ticket" either after registration of the incident via the customer support website or from the support engineer. You can use the incident number to check the status of your incident, either by phone or via the support website.

Your support engineer will make every reasonable effort to solve your issue(s) quickly and to close the incident. However, if an incident resolution cannot be achieved rapidly, the support engineer will inform you about your incident's status and provide a time frame in which your question will be solved.  

Telephone service

With the aid of our telephone support customers can contact Softlution’s support engineers by phone. One of our support engineers respond via email or telephone in order to begin the dialogue which will help the support engineer solve the incident. The languages of communication are English, Dutch and German.

Please indicate your support contract number (specified on page 1 of your master services agreement) when using our telephone service. Please have your contract number ready for a verification. After that you can take the advantages of our softlution support.

A Softlution customer support engineer receives your question. At that time, you will receive an "incident number." You can use the incident number to check the status of your incident, either by phone or via the support website. Your support engineer will make every reasonable effort to solve your issue(s) quickly and close the incident. However, if the incident cannot be resolved quickly, the Support engineer will inform you of the status of your incident and give you a time frame in which your question will be answered. 

Remote help over internet

Remote help over the internet enables Softlution support engineers to access a customer's installation via the internet. With the customer's permission, support engineers log in and make changes directly in the customer's installation, closing incidents in this manner. 

Knowledge base

The Softlution’s knowledge base is a repository of information and knowledge about our implementations for customers. Searchable by keywords, the knowledge base contains both known challenges and their solutions.

You will find technical articles written by Softlution’s support engineers, answering questions they have researched and documented. Articles often include troubleshooting scripts that will help you diagnose and solve your problems. Frequently asked questions (FAQs) about products, User Guides, ReadMe files, and more, are all published in the knowledge base.

The knowledge base is available at all times, apart from periods of maintenance and downtime due to technical difficulties. Visit the knowledge base as often as you like. Access to it is read-only. Softlution keeps the knowledge base up-to-date, with updates typically taking place every workday.