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Message from Support Team
Posted by Quyen Nguyen on 30 March 2015 04:16 PM

Dear Customers,

Welcome to SmartOSC’s support system.

A product is only as good as its support, so we're hoping that our articles, FAQs and discussions for all your support tickets will make our products more useful. We encourage you to visit our knowledgebase of important information and FAQs that will help you use our products to the fullest extent.

Here, we have solution the most common issues and also tips & tricks which might help:

  • If you're experiencing technical issues, please try to provide us as much information as possible so that we can investigate your problems in the shortest time:
    • FTP and Admin information (recommended)
    • Screenshots / Screencasts (please make notes on the images if possible)
    • Description of the errors

Please note that the maximum size of the file attached is 8 MB. If your files exceed this maximum, your email may not reach us.

  • After your ticket is created, we will answer you via email within 8 hours for new issues and 24 hours for reopen issues (48h if the ticket is submitted at weekend). Hence if you don’t get our email within this time, there could be 2 reasons:
    • Your ticket was not created successfully. When an end-user sends an email to your support address, the email creates a ticket in our system and a notification email is sent to the person who sent the original email. Please check if you receive the notification email from us.
    • Our response may be transferred to your Spam folder. Kindly check your spam as well and mark our email as “Not spam” to avoid this situation next time.

You also can submit ticket by sending email directly to our email address: Please check if you get the confirmation email to ensure the ticket has been created successfully.

We are willing to assist you whether you have purchased our extensions or just been interested in any features of them.

We also welcome your feedback, suggestions and tips on how we can make the support portal better.

Thank you for reading!



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