Support

Troubleshooting

Before reporting a problem with your software or appliance, please check the troubleshooting section in your user manual, and also the online forum.

Getting Support

Online Forum - We have a forum that you can review to see if your questions has been asked and answered previously. Typically, the forum can be used to ask questions about the product. If you have a question about your order or your license, please do not use the forum and open a sales or support ticket. In order to post in the forum, you'll need to have a valid license with current support.

Ticket System - Support is available for paid customers via a web-based ticketing system or an online forum which eliminates the clutter of email and aids both us and our customers in tracking problems. When you submit a problem, your ticket will appear on the screen. It's important that you note the ticket number. When a staff member responds, you will receive an email with the response. At any time you can view the ticket in its entirety from any browser using this page.

To view an existing ticket, enter the ticket# here and press the "View Ticket" button:

To open a new support ticket, Click here. Note that you must have a valid license key or a current update subscription (for appliances) to get support.

User Reference Manuals

Manuals for all of our available products are available here.

Upgrading Bandwidth Manager Appliances

If you have an ET/BWMGR appliance, then you must purchase an update subscription to update your system. Manual upgrades are not supported. Of course you can upgrade your system manually if you chose, but we can no longer support problems with the system after you do.

If you purchase the appliance without a subscription, you get 30 days of support and updates. If you purchase a subscription within 30 days of the expiration of the subscription (or at the time of purchase of the appliance), the subscription is $300/year. If your initial subscription or a paid subscription is expired more than 30 days, the charge is $450. to renew. If you let the support expire for more than 1 year, the charge is $600. If your support has expired over 3 years, then the charge is $1000.

In order to use our auto-update subscription, you will need to have at least version 1.007 of ET/Admin installed, and will have to be running at least v3.2 of the ET/BWMGR. If you are running a version before 3.2 of the ET/BWMGR (likely 3.01?), you can no longer upgrade your license as the grace period has expired.