Requesting Technical Support

Our objective is to provide the highest quality technical support, in terms of both the technical advice we provide, as well as responding promptly to your enquiries.

Very often, resolving your question is delayed because we do not have all the information we need upfront.

Requesting Support

Support can be requested by phone or email.

Phone enquiries can be directed to 02 9878 4777. If there is no one immediately available, be sure to leave a message with our receptionist, giving your name, company and phone number, and we will call you back.

You can also email your enquiry, and this is often a good option, as you can include further information to help us get started on the question right away.

The email address you should use is:

This is better than emailing an individual staff member, as that person may be away, and may not see the email immediately. For a really urgent question, feel free to follow up your email with a phone call.

Getting ready to request Support

Before contacting us with a question it is a good idea to review the User Manual or other documentation, as this may provide you with an immediate answer. 

Be clear on the circumstances surrounding the question. What is happening at the time? What are you trying to do? Is it repeatable?

Is the question to do with the standard edition of Commence, or a feature that has been customised? 

Information to provide

At a minimum we need to know

• Commence Version (from Help > About)
• Operating System Version
• Description of the question and circumstances
• Version of any other applications involved (e.g. Word)

We may also need the following information

• Commence serial number (from Help > About)
• Hardware Configuration (processor, memory, disk, etc)
• Information about your network and synchronisation configuration
• A copy of your database
• A test case to replicate your question, using the Commence Tutorial database

Commence Support and Maintenance Plans

We offer a number of Plans to provide our customers with Technical Support.

The Maintenance Plans include basic technical support and free upgrades. 

The Support Plans are available on a per incident basis (unaltered databases) or on an hourly basis. The hourly based plans provide phone, email and on-site support, including customisation, scripting and developing agents.

For more information about our support plans, please make a request on our feedback page.