Unlike many of our competitors, we do not charge for email support. Before asking for support please remember to check the online help and knowledgebase to see if your question is answered there. You should also check to see if you have the latest version. When asking for support please supply full details of the problem and a debug log showing the problem. Our support email address is support@ftgate.com. All technical support requests submitted via email will be answered within approximately one business day.
We regret that we do not give out our telephone number as a rule.
There are three reasons for this.
Firstly, the international nature of our business means that a large proportion of our customers would not be able to contact us during our office hours due to conflicting time zones.
Secondly, we are a teleworking company, and our support staff may be off site at varying times, so it is more efficient for us to phone you, or better still to solve your problems by email.
Thirdly, when we have given telephone support we find that 95% of the questions are either not about the FTGate mail server or are answered in the documentation :-)
We actually find that support queries are answered faster and more efficiently by email than by telephone, and we have a superb track record for our support service. In extreme circumstances, when absolutely necessary, our support team will phone you, but we regret that we have to charge for this service.
Emergency telephone support is available during office hours at the following rates:
ZONE |
COST PER 15 MINUTES IN UK POUNDS STERLING |
UK |
15 |
USA & CANADA EC, EUROPE & IRELAND AUSTRALIA & NEW ZEALAND |
30 |
SOUTH EAST ASIA SOUTH AMERICA AFRICA MIDDLE EAST OTHER |
45 |
Calls are charged at a minimum of 15 minutes at a time.
We regret that we cannot call mobile phone numbers outside the UK.
If you need telephone support, please fax us on +44 (0) 1366 500560 with the following details:
1. Your contact name plus your company name and address,
2. Your registration details,
3. Your telephone and fax number (including international dialling codes), plus your email address,
4. Your credit card number plus expiry date and the name of the credit card holder,
5. Brief details of your problem.
A member of our support team will then phone you back and assist you as soon as possible.
Remember that it is easier to use email support at support@ftgate.com and this is free!