Pragmatic Works Blog

Fast Track to a Closed Support Case

Written by Haley McKinney | Mar 24, 2015

The Pragmatic Works' Support Team is always prepared to assist with any issues you may encounter when using our software. Our team of support technicians are experienced with our products and SQL Server. As programs and platforms grow and evolve, we are constantly training to keep up with any product changes and new features. Whether you have a simple activation request or a more complicated problem, we are ready to spring into action and assist you in any way. 

Our main goal is to solve your case quickly, while ensuring you receive the best customer service experience possible. There are a number of things that can help us make your experience painless. We are going to review the basic details our technicians need from a client when opening a product-related support case. By knowing what information our technicians need, you can have peace of mind knowing we have the tools necessary to begin troubleshooting your case.

Below is a list of the most common questions we ask our clients. By knowing these details and sharing them early on, you will be on the fast track to a closed case. 

-Which Pragmatic Works product are you using?

-Is this a trial or a paid license?

-Are you an account administrator for your company with the privileges to make decisions about your license? (PW Support can always confirm this for you if you are unsure.)

-What version of the product are you currently running?

-Please provide us as much system information as possible. For example, what SQL environment are you running? What operating system is on the machine with the Pragmatic Works' product?

-Can you provide us a detailed description of the issue you are encountering?

-Could you please send us a screenshot of the message/error?

-What steps can we use to reproduce this issue?

If you are in need of a quick fix, our website offers product help documentation for our software. These help pages include system requirements, setup instructions, component details, training videos and more. You can find links to the pages below:

DOC xPress & DOC xPress Server Help Page

BI xPress & BI xPress Server Help Page

Task Factory Help Page

DTS xChange Help Page

DBA xPress Help Page 

If you have any additional support-related questions, you can reach our team at support@pragmaticworks.com. In addition to email, you can reach us by phone at (904) 638-5743, option 1, or use the Live Chat feature under the “Support” tab at www.pragmaticworks.com. We are available Monday-Friday from 7:30am-6:30p.m. EST.

We look forward to hearing from you and assisting you with successfully using our software!