Support

The Support Area is where you will find the latest release notes, quick reference guides (which you can view or download) and downloads. You can also log a support issue from here.

Our opening hours are 9.00am to 5.00pm Monday to Friday. We are closed at weekends and on bank holidays. Outside of our normal hours, please fax or email us (details on the Contact page).

Reporting a support issue

When contacting us to report an issue, please have as much information to hand as possible. We need to know who you are, what company you are calling from, and a detailed description of your issue, including what you were doing at the time if something unexpected happened. If Intact issues you an error message, we need to know what it says. It may also help us to know which version you are running (see the bottom right hand corner of any Intact screen except Point of Sale).

What happens to your issue once you have reported it
You will receive a support call reference from the Support Consultant who is handling your issue. This enables you to track the progress if your issue cannot be resolved straight away (or doesn't need to be). If you are not offered a reference at the time of the call, please ask for one.

Every Monday morning you will receive an email which summarises your call activity in the previous week and lists all of the issues that we have resolved, those that remain unresolved and those that are bugs or mods with programming that have yet to be completed and/or installed on your system. This list contains the call references, so you can cross check with your own records. If you feel that issues marked as resolved should not have been closed, or find an open issue that you know we have resolved, please contact us so that we can correct our records.

By default, the summary email only goes to one recipient. If you would like to change or add a recipient, please contact us.