If you need guaranteed response to support questions, you should purchase an email support contract. All OSC products have email support available. Details for purchase are on our order form. You can also contact our sales team at firstname.lastname@example.org for more information and other support options.
Please read our Email Support Policy below for full details.
If you have a current email support contract please send your questions to:
Note: Email support contracts are for 1 year. 3 hour email support contracts include up to 3 hours of time spent by our technical team in responding to your questions. (We will keep track of the available time left).
The product Email Support addresses are reserved for current Email Support contract holders. Email support contract holders are entitled to receive prompt responses to email questions posted to this address. Questions sent to Email Support are private and received by OSC technical staff only.
Radiator support will answer questions and provide advice and suggestions for the Software for which the Support Service is provided. The Support Service does not include customization, consultation, installation, custom design, programming, training or on-demand bug fixes or other Error Correction Services (as defined in the General Terms and Conditions). Those Services are deemed as Consultation Services, they are separately priced and can be ordered separately.
Questions concerning other OSC products that are not covered by this support contract cannot be answered.
"Prompt" means on the same business day (Central European Time) if possible and within at most 24 hours.What information to include
In order to get an answer to a question, Customer should send as much information as possible, including at least:
Without all this information, it is unlikely Radiator support will be able to resolve your problem quickly: instead we will ask Customer for more information . Hint: it is better to post too much information than not enough.
Bug reports will receive prompt attention by the appropriate Product Maintenance Team. Bugs can be fixed more quickly if you provide sufficient description and supporting material so that we can reproduce the bug. If practicable, a patch will be issued.Customer's Radiator support UserID
All emails sent to an email support address MUST include your Email Support Username (UserID) in the Subject line, something like this:
Subject: UserID:xyzzy: your topic for discussion here
(where xyzzy is your Email Support Username).
Customer’s Radiator Support UserID is sent to Customer by email when Customer purchased the Support Service. If Customer is unable to determine the Radiator Support UserID, contact email@example.com. Please include Customer’s company name and, if possible, the name of the person who was Customer’s contact person when the Telephone Support Service Agreement was concluded.
Support email sent to individuals at OSC instead of to the relevant Email Support Address will be rejected.