Even with the best documentation, users are faced with questions or error messages that are not listed in the documentation. The following rules apply when submitting a hotline request:
Versioning and contract status
-
The question must refer to a version that is currently supported. (Example: Version 14 until 31.03.2025).
-
A current maintenance contract or licenses of the supported versions in the subscription model must be available.
Request type
Not part of the hotline and therefore not part of the maintenance contract:
-
Installations / Updates
-
Importing license
-
Questions on mathematics / statistics and interpretation of the results
-
Training in the handling of the products
-
Workshops for setting up the products
Submit a request through the software
In order to be processed, a hotline request must contain the following information:
-
Version number
-
Customer number
-
Company name / location
-
Indication of the product / module concerned
In addition to the actual question, further information is sometimes necessary:
-
When does the problem occur?
-
Does the problem only occur with one user, or with several / all users?
-
Screenshots of any error messages that may occur. However, these should not be taken as a minimalist section, but in a readable resolution, preferably in full screen, as the background and any open graphics / dialogues are visible here.
-
Sample files (either saved separately as *.DFQ or by the hotline request described below)
To attach the basic information, a hotline request can be made from the software:
If it is not possible to start the software, but it is possible to start the launcher, a hotline request can also be started here:
The hotline request option is also available in the upload or reporting system:
A confirmation prompt appears listing the items that will be sent:
The ZIP file is saved in advance:
A second request appears, which sends the user behavior of the software. This is not part of the hotline request, here the possibly logged use of the software is sent in code, which is used for the further development of the software based on the user behavior:
If a data pool was open, a query appears asking whether it should be attached:
An email is prepared and opened in Outlook containing the collected information:
If Outlook is not installed or cannot be found, the ZIP saved in advance can be sent.
The hotline address used by default can be viewed and changed as ConfigurationUser under Help | Info here:
During the set-up, various support addresses were offered. Sometimes companies give their own internal address so that user enquiries are sent to the key user first.
Support request through Nexus
For every product, a support question can be sent through the Nexus platform.
Depending on your country, the email will be sent to the local support team.
Terms and Conditions
The general terms and conditions can be viewed on the homepage: MI | Hexagon