Support EDT-
How can I ensure that my request for assistance is handled more efficiently?
In order to respond quickly to each request, to respond to all requests during periods of high activity (beginning of the academic year, etc.) and to authenticate the source of the requests, please follow these procedures to contact the support service.
- All your requests must be initiated using a single form accessible via the button Assistance in the software.
This will give the technician immediate access to information about your configuration and, if you authorize it, it will be able to directly and temporarily access your database with your rights or those of the user concerned.
- A ticket number will be systematically associated with your request and enables us to track your case effectively, even if you contact support multiple times for the same issue.
- The technician in charge of your request will reply by e-mail or telephone, depending on the nature of the request. As has been the case for over 30 years, the goal will be to resolve your problem as quickly as possible.
- In case you are unable to connect to the software, an in-depth form is available on our website. Have a recent invoice ready to provide you with all the information you need to identify yourself.
As a user, you can also help us to help you!
- First, search the knowledge base if the answer to your question appears there. We will work to improve the search engine. Searching through the summary and consulting the instructions for use is often effective.
- In the support request form, provide as many details as possible so that the technician handling your request can understand the problem and reproduce it:
- the concerned resources: with at least the surname, first name, and resource category (teacher? student? class? etc.),
- the corresponding interface (Client EDT ? Server EDT ? Single-user Version ?) ;
- the name of the concerned display, if applicable - to verify it, hover your mouse over the corresponding icon;
- a detailed description of the problem encountered, if applicable, including any error messages displayed,
- any steps already taken to resolve the issue, if applicable.
- Don't hesitate to leave a word of encouragement or to thank the person who helped you!
Was this content useful to you ?
Can't find an answer to your question ?
Contact our support