Contacting Four Pees Support
Last Modified: 21 Jun 2010
Introduction
This document outlines how Four Pees resellers should contact the Four Pees support department.
There are two ways to log a case:
- Using our support mailbox
- Using the ProofMaster / PrintFactory client section
It is important that the usage of these systems is not mixed, and that you either use the email functionality, or either use the client section for a case.
Contacting support through email
The preferred medium for contacting support is email. You can send an email to the following email address:
After sending a message to any of the above email addresses, you will receive an email notification with your ticket number:
As you can see, the message subject contains your ticket number, and a unique reference code that allows our support system to automatically link all messages containing this tag to your case.
It is important to always reply to this email, with the reference tag in the subject, if you want to send us additional information about a case.
Email is the preferred method for contacting support for assistance or problems with our complete product portfolio (ProofMaster, PrintFactory, BARBIERI, DFlux, callas, axaio, Elpical, CtrlPublishing).
Note: You can also create cases using the public web forms on our different web sites. These web forms will result in an email being sent to our support mailbox, and thus the way of handling these cases is the same as described above:
Contacting support through the ProofMaster / PrintFactory client section
The second medium to contact support is through the ProofMaster / PrintFactory client section, which is available at:
This system should only be used for ProofMaster or PrintFactory related support requests.
This is a system that is completely web-based, so you should not use email for communication regarding cases created in this system.
After creating a ticket in this system, you will receive a notification email. This email is for notification purposes only. If you wish to send us additional information regarding a case created in the ProofMaster / PrintFactory client section, send the message using the follow-up functionality in the client section. This way, you are sure that the message is linked to the correct case.
When a Four Pees engineer sends a follow-up on your case, you will also receive an email notification. Please do not respond to these email notifications, but go to the ProofMaster / PrintFactory client section and use the follow-up functionality.
Providing us with information
To help you as swiftly and throughly as possible, always provide us with the following information when creating a new ticket:
- Your dongle/license number
- Software version number
- License information for ProofMaster / PrintFactory (screenshot)
- Platform used (Mac or PC), and which version (Mac OS X x.x.x , Windows XP, Vista, Seven)
- ProofMaster / PrintFactory backup settings (in case of problems with queues, profiles, ...)
- In case of problems related to a specific file, the problematic file
