What are your support hours?
Monday - Friday Between 8am-1am BST (excluding shared UK & US Public Holidays)
Support DO NOT operate on weekends.
All requests are prioritised and we aim to respond by email within one working day, often within hours. Sometimes it may be necessary to arrange to call you by phone or ask you to participate in an online shared session to solve your problem.
Regrettably our support team cannot take inbound telephone calls as they work from the queue of cases.
When raising tickets please ensure you give us as much detail as possible including source platform, type of migration, connection checker output, screenshots, configuration (XML) and trace file.
Please help us to help you! – Too often we see cases with little or no supporting information and have to follow these up with requests for further information. Without knowing what platform you are migrating from, what you have already tried to do, how you have configured the tool and what error messages you are getting, our support engineers are will struggle to help. If you just ask for help without any of this required information your case will be unnecessarily delayed.
Please see here for help with generating a trace file