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Free Technical Support of PC SOFT

Overview
Thank you for buying one of our products.
You are now entitled to free access to our Technical Support.
The Technical support is free for the current version of the product.
Only the cost of the phone call is yours.
To benefit from the Free Technical Support:
To benefit from the free Technical Support (for the current version), don't forget to fill the registration card included in your product and to
send it back to us.

To contact the Free Technical Support


The Technical Support can be reached:
via the TechSupportRequest tool (recommended)
by phone: +33 (0) 4 67 03 17 17 (prepare your serial number)
by postal mail
PC SOFT
3, rue de Puech Villa
BP 44 408
34197 Montpellier Cedex 5
France

See How do I contact the Free Technical Support for more details.

Read this section before you contact the Free Technical Support
The Free Technical support will answer the precise questions regarding the use of WINDEV, WEBDEV or WINDEV Mobile (for the current
version of the product). It gives you additional information regarding the features and the functions of WINDEV, WEBDEV or WINDEV Mobile. It
clarifies subtle points. It can help you find the source of some errors that occurred in your programs.
The purpose of the Free Technical Support is not to replace the necessary training steps.
Before you call the Free Technical Support, you must have followed the "Tutorial" in order to be familiar with the development environment of
the product. This is the minimum investment required to enjoy both your product and the Free Technical Support.
Before you call the Free Technical Support, check the manual and the online help corresponding to the relevant subject!

See also
Describing a problem to the Free Technical Support
The training sessions organized by PC SOFT
The Assistance Directe ® service of PC SOFT
Before calling the Free Technical Support
Before you call
Before you call us, take the necessary first steps to investigate the problem: restart Windows, run the debugger, read the documentation
corresponding to the error messages, ...
Before you call:
Write down your serial number. This is your mandatory "password"!
Write down your questions so you don't forget any.
Break down the issue in smaller parts that cannot be broken down anymore. Each part corresponds to an incident. Each question must
correspond to a single incident (see "Describing a problem to the Free Technical Support").
Find out the characteristics of your hardware and write them down (operating system, Windows version, specific programs: mainframe
connection, I/O card, ...).

When you call


Be in front of your computer.
The documentations of the product are available.
Be ready to write down notes.

Scope of the Free Technical Support


The free Technical Support cannot cover every single scenario. Specifically, the Free Technical Support does not cover the following areas:
write processes,
answer questions about your external programming language other than WLanguage,
debug a program,
answer questions not related to WINDEV, WEBDEV or WINDEV Mobile (API functions of Windows, DDE syntax specific to a software, ...),
validate algorithms or analyses.

These types of request can be addressed by the Assistance Directe,(Direct Assistance) service, available by subscription. Don't hesitate to
contact our Sales Department for additional information.

See also
Free Technical Support of PC SOFT
How to contact the Free Technical Support?

How to contact the Free Technical Support?


The available methods
By email (recommended)
To send an email to Technical Support, you must necessarily use the tool named TechSupportRequest. This tool is used to standardize the
format of the emails transmitted to the Free Technical Support and to reduce the response time.
This tool can be used from your version of WINDEV, WEBDEV or WINDEV Mobile: on the "Home" pane, in the "Online help" group, expand
"Help" and select "Request to the Technical Support". Then, all you have to do is follow the instructions given on the screen.
By phone + 33 (0) 4 67 03 17 17 (from 9:00 to 12:00 and from 14:00 to 18:00)
By postal mail:
PC SOFT
3, rue de Puech Villa
BP 44 408
34197 Montpellier Cedex 5
France

Note: In most cases, an email is processed within 24 or 48 hours.


Please do not attach files whose size exceeds 9 MB to your email without the prior agreement of your recipient. This type of attachment is
automatically deleted by the system.
The phone number of the Free Technical Support is not surtaxed.
If the number rings busy, it means that all the technicians are on the line helping other customers, and all the queues are busy as well. In this
case, retry later (or send an email)
Note: we process over 100 000 requests a year, we may make a mistake or not understand a question. If you are not satisfied with a response,
just send an email or a fax with your initial question, the response that was made to your question and your comment. We will reply again.
Is your application strategic?
You need a privileged contact?
You require immediate answers?
In addition to the Free Technical Support, a custom service named "Assistance Directe" is available. It allows you to interact with a
designated support engineer: access via a dedicated phone number ; your call is processed within the day. This custom service is
available by subscription.

See also
Free Technical Support of PC SOFT
The Assistance Directe ® service of PC SOFT

Describing a problem to the Free Technical


Support
Consulting the available information
The documentation of the different products
The online help
The wizards and the help accessible via the saucer (use the search by keyword)
The examples
The Internet site of PC SOFT, that presents the most common problems

The conditions in which a problem occurs are crucial in order to find the proper solution. These few occurrences criteria are essential.

Knowing your problem


Reproducibility - if your problem appears randomly, it is probably not isolated enough and it will be very difficult to provide you with an
efficient help.
Isolation - it is important to check that the behavior of your code is independent of the context. To do so, we recommend that you try to
reproduce it in a new window, even in a new project.
Precision - If an error message is displayed, write it down (word for word) or even better, perform a screen shot.

List the solutions tried


Before you get in touch with the Free Technical Support, it is important that you describe to us the solutions that you have tested and that
failed. This will help take care of your problem faster and more efficiently!

See also
Free Technical Support of PC SOFT
Writing to the Free Technical Support
Overview
When you encounter a problem, try to isolate it and to reproduce it by using the minimum number of elements.
If you send us some source code, limit the number of lines (up to 30 lines unless directed otherwise by your recipient).

7 essential points
Isolate
When you encounter a problem, try to isolate it and to reproduce it by using the minimum number of elements.
If you send us some source code, limit the number of lines (up to 30 lines unless directed otherwise by your recipient).

Reproduction protocol
To insure a fast and quality response to your request, may we insist on the importance of providing us with precise and clear directions on
how to reproduce the problem you are contacting us about.
Detail precisely all the steps to take to reproduce your problem.
Don't forget that the person who will process your request doesn't know anything about your application, and that nothing will be obvious to
him/her.
Thank you for being as precise as possible in the reproduction protocol.

Clarity
Clearly describe the object of your request.
Never refer to a previous email.
The more precise you are, the faster we will be able to help you.

Message
If error messages have been displayed, indicate their entire text.

Workaround
Describe in details the solutions and methods you used to try to resolve or work around the problem encountered.

Hardware
A lot of "software" errors are caused by hardware problems.
Check your computer.
Check your network: configuration, cabling, addressing, etc.
Check your video, printer and network drivers
Perform a SCANDISK to make sure that no file is corrupted. If a module is corrupted, just reinstall this module from your backup or from the
product CD in order for the problem to disappear.

Subject
Make sure that the subject of your request is related to PC SOFT.
The Free Technical Support does not answer questions about the API functions, the Word Basic commands, the Windows configuration, the
TCP/IP configuration, the network configuration, etc. For these problems directly contact the publisher or manufacturer of the system or
subscribe to "Assistance Directe (R)".
See also
Free Technical Support of PC SOFT

Transmitting elements to the Free Technical


Support
Sending an email to the Technical Support
To send an email to the Technical Support, you must necessarily use the tool named TechSupportRequest that is used to normalize the format
of the emails transmitted to the Free Technical Support and to shorten the response time.
See How to contact the Free Technical Support for more details.

Sending a folder to the Technical Support


If a representative of the Technical Support asks you to send elements on a diskette or CD ROM, you must:
isolate the problem,
avoid sending the entire project but only the necessary windows,
generate the diskettes or the CD ROM containing the objects and the analysis in modifiable mode,
describe the operations that must be performed with these elements.

Each package must come with a mail describing the purpose of the package and including the necessary information to process the request
(detailed operating mode used to reproduce the problem).
The serial number of the product must be clearly stated on all the documents sent to the Free Technical Support.
Important: The diskettes or the CD ROMs sent without explanatory mail will not be processed.
In any case, don't send the entire application!

Creating a physical media for the Technical Support


To send elements on a physical media (CD for example) to the Technical Support, use the application backup supplied in WINDEV: on the
"Project" pane, in the "Other actions" group, expand "Save/Restore" and select "Save the project".
Check whether all the application elements required to reproduce the problem are included in the backup.
If necessary, deselect the application elements that are not required to reproduce the problem.

See also
Free Technical Support of PC SOFT

The Assistance Directe ® service of PC SOFT


Overview
Your application may be strategic and you may want to have a priority access to the Technical Support. The "Assistance Directe ®" service,
available on subscription, was created in this purpose.
This service differs from the free Technical Support, with a dedicated phone number and that guarantees a contact within a working day.
A PC SOFT engineer will be your assigned to your account and he will be your privileged contact.
See our site www.windev.com for more details.

Why choose the Assistance Directe service


You want to have a "personal" contact when developing your applications or site with the PC SOFT (WINDEV, WEBDEV, WINDEV Mobile)?
You want to talk to the same engineer when you call us?
You want to be called back if necessary?
The "Assistance Directe®" service is what you need!
Phone consulting This PC SOFT service can be defined like a "phone consulting".
You buy "time credits" and you use them when required, ons the subjects you are interested in.
A single interlocutor When you call, you will be in contact with your interlocutor.
If this one cannot be reached (meeting, ...), he will call you back.
The PC SOFT interlocutor being the same person, he perfectly knows your development, your field therefore you will waste no time
presentation your problem.
A perfect complement to the free Technical Support This service does NOT replace the Technical Support that remains free.
The "Assistance Directe®" service allows you to customize the relationships with the technicians and engineers of PC SOFT, it give you the
ability to talk about different and more complex topics than the ones covered by the Technical Support.
Examples of tasks that can be performed
Help for defining the structure of a data file
Correction of source code
Detailed presentation of a feature
Audit of application, analysis
Test of module
Feasibility of a development
Checking a configuration

You have the ability to send us a copy of your application


Your interlocutor can keep a copy of your application and data files in order to perfectly know your developments, to run the test of a specific
modification, to check a process speed, to optimize the configurations, etc.
The confidentiality of your programs and data is guaranteed.
"Assistance Directe®" allows the developers to optimize their workload and to benefit from the experience of PC SOFT.
"Assistance Directe®" is an efficient service!

Let's compare the different services proposed by the "Technical Support" and by the "Assistance Directe ®" service:

Technical Support Assistance Directe


Answer to a precise and isolated problem Yes Yes
Answer to the question regarding a WINDEV command Yes Yes
Storing the history of the calls Yes Yes
Checking a WINDEV configuration Yes Yes
Checking a code containing less than 30 lines (by email) Yes Yes
Checking a code in a source of any size No Yes
Searching for bugs in a program No Yes
Answer to the questions regarding the Windows APIs No Yes
Development tracking No Yes
Audit of analysis and programs No Yes
General tips for writing routines Yes Yes
Same interlocutor at each call No Yes
Transfer of file, DLL, ... with your interlocutor No Yes
Access guaranteed within 8 working hours No Yes
Phone recall upon request No Yes
Ability to store your application (for parallel test) No Yes
Please contact our Sales Department for more details regarding the "Assistance Directe ®", service:
Phone: + 33 (0)4 67 03 20 32
Internet site: www.windev.com
Email: info@WINDEV.com

See also
Free Technical Support of PC SOFT

The training sessions organized by PC SOFT


Overview
PC SOFT proposes several training classes, according to your own requirements:
Seminars within your company
Consulting

Detailed convention and general conditions available upon request.


Don't hesitate to contact us for any additional information: PC SOFT
3, rue de Puech Villa
BP 44 408
34197 Montpellier Cedex 5
Phone: + 33 (0) 4 67 032 032
Fax: + 33 (0) 4 67 03 07 87

Seminars within your company


PC SOFT can organize training seminars within your company, upon request.
The content of seminar can even be customized.
The duration can vary between 2 and 5 days and up to 8 participants can attend these training sessions.

Consulting
The consulting is an original method proposed by PC SOFT: it consists in making available an experienced PC SOFT engineer who is familiar
with your field for a duration of 1 to 5 days.
This enables you to start a new application with the help from an experienced developer.
This consulting can be organized in your offices or in our offices in Montpellier (France).
See the Internet site for more details: www.windev.com

See also
Free Technical Support of PC SOFT