Step 4 - Contact Your Support Team

What are the benefits of ESI Support?

Discover the benefits of ESI Support

How to contact us

Go to Contact Support to report your problems or tell us your requests/questions/comments for ESI solutions

How to send an efficient support ticket

To process your support ticket, we need specific information about your request, to be able to assist you in the most efficient way possible. Please find below a list of what we need depending on your request type.

Quick tip: Copy and paste the list in your e-mail to make sure you don't forget anything.

For a software bug

• Software name
• Software version
• Environment / OS
• Description
• Workaround (yes/no)
• Steps to reproduce
• Expected result vs actual result
• Attachments

For a licensing or installation issue

• Software name
• Software version
• Environment / OS
• License file(s) installed
• Debug .log file of license server if used
• Error message displayed by the software
• Text file resulting from execution of ESIGetHostID script for HW details (see how to Get Your Host ID)
• esiflexdiag.log / esiflex_diagnostics.log created by esiflexdiag.exe

For a general question

• Software name
• Software version
• Environment / OS
• Description
• Attachments

For a development request

• Software name
• Software version
• Environment / OS
• Description
• Workaround (yes/no)
• Attachments

Support E-mail Keyword

Quick tip: By adding the correct keyword to the subject of your e-mail, depending on the software you are using, our team of experts will receive your request directly.