To contact our Technical Support:

• By Web form
  • Submit an incident to our Support team via the Web.
    
• By E-mail
  • Write to the email address provided with your support agreement. Note: Per-incident (please purchase the priority incident before submitting an issue) Every incoming e-mail is assigned a unique tracking number.
    
• By Telephone
  • Annual Maintenance Plans: subscribers: For all support issues, use the dedicated priority support number provided in your support instructions.
  • Per-incident Paid Support When you wish to activate one of your priority incidents, call the dedicated number provided in your support instructions.

We are able to solve your problem more rapidly if you submit the following information with your problem report:

1. Your contact information and order number, if you have one. Enquiries can only be made by Customer's Technical Support Contacts.
2. The name of the Synergy-Pro product (e.g., LanSupport, PCprobe)
3. The exact version number of our product. This should be the complete build number for the dlls (e.g. LanSupport Version 3.1.322) rather than the installer package version number.
4. Are you using a full or evaluation version?
5. The exact version of the operating system and browser on client machine(s), including service packs.A copy of the PcInfo document generated by Synergy-pro will provide most of the information required for support. It can be found on the start menu by checking: "Start|Program Files|Synergy-Pro Software|Synergy-Pro LanSupport|Synergy-Pro Activation"
6. A copy of the error logs generated by the Synergy-Pro application but generally found in "C:\Program Files\Synergy-Pro Software\[Product Name]\Error Log" (where [Product Name] is the name of the installed Synergy-Pro Application e.g. Synergy-Pro LanSupport or Synergy-Pro PC Probe) for a standard installation. This may vary for custom installations where the installation drive and folder are changed.
7. The exact error message which is received. Screen shots can be helpful.
8. A description of the exact nature of the problem, including exact steps to reproduce the problem. 

For new products installations, regardless of the support plan you will opt for, Synergy-Pro will provide 90 days unlimited post installation support commencing on the date of activation.

*New Product Installation is defined as the very first installation of an activated Synergy-Pro Product (or product suite) within your organisation, re-installations of the same product, portions of a product, evaluation versions of a product, on the same or a different computer do not qualify as "New Installations".

Annual support subscriptions, which include product maintenance (free major upgrades),and other special services, are the best way to make sure your mission-critical applications using Synergy-Pro products are protected by fast, quality priority support.

Protect your software investments with annual maintenance plans that offer guaranteed response within four business hours of submitting your incident via web, email or phone.

There is no guarantee that we'll be able to provide an immediate resolution of your problem, but we will work on it until we can come to a conclusion. We will always provide you an expected date to issue you a patch if necessary.

Pricing is based on 20% of the total cost of the licences (original purchase + any additional) on the renewal date of the plan. (Minimum US $ 595)

Guaranteed response within four business hours of submitting your incident via web, email or phone. There is no guarantee that we'll be able to provide an immediate resolution of your problem, but we will work on it until we can come to a conclusion.

The licences are available in incident packs, with an incident restricted to 1 hour. A minimum 4-incident pack value US$ 200 must be purchased although other options are available and you should confirm from the Synergy-Pro website on the current support packs available. 

• Per-Incident support packs do not expire and can be carried forward to the next support year. 
• Per-Incident support packs do not include on-Site support but this can be extended as an add-on subject to separate trerms and conditions.
• Per-Incident support packs do not include product upgrades which must be purchased separately. Cost of upgrades may vary and the current pricing should be confirmed from the website.

Support Hours are Monday through Friday 9:00 AM to 5:00 PM, Kenyan Time (GMT+3 hours), except during observed public holidays.

For Per-incident support requests, please have your Order Number available when placing your call or sending your e-mail so we can confirm your purchase.

On-Site stuff here.