Contacting Support Department

Before Opening a Ticket

Check if your case can skip the support ticket-queues altogether

Before you open a support ticket please see which of the following bullets, if any, describes your case:

  • If Licensee org just bought a License Subscription, please fill the Initial Registration Form in order to start the initial EV Executables/Source-code delivery processes.
  • If Licensee org is an Active Subscriber in need of the latest release, or the latest release candidate of the upcoming release, or both -- please fill the Library Upgrade Form in order to get the Executables and/or Source-code.
  • If the End Of Sale/Life/Support info of a particular release is needed -- it is listed here.
  • If you want us to do the BotDetect integration instead of you -- please proceed to this page.
  • If it is a sales inquiry -- please contact the sales department directly through their form.
  • If it is a licensing question -- see the licensing section here -- and then use their form.

If none of the bullets above apply to your case, please proceed with reading this page.

Check if the FAQs can help

If you have difficulties with integrating a particular BotDetect CAPTCHA port into your project, you can find answers to many common questions in the following port-specific FAQs:

If a port-specific FAQ does not answer your question, please read the rest of this page and then open a support ticket through the contact form at its bottom.

Ticket-queues Pecking Order

In general, the support tickets are triaged into one of the following three ticket-queues:

Customer Support Queue -- Paying Licensees -- High Priority

Our paying Licensees come first:

  • Use your @licensee-organization.com|gov email address.
  • Include your organization's order number in the body of the support ticket.

Pre-sales Support Queue -- Prospects -- Medium Priority

The prospects come second:

  • Using your @licensee-organization.com|gov email address will make you a prospect.

This queue is dealt with whenever there are no actionable tickets in the customer support queue.

Not So Much of a Support Queue -- Everyone Else -- Low Priority

Only then comes everyone else:

  • The Vendor does not license the Enterprise Version to individuals.
  • A personal email address use will place your ticket into this low-priority queue.

This queue is dealt with only when there are no actionable tickets in the higher priority queues.

Queuing Up Among the Peers

While the ticket-queues pecking order is carved in stone, a ticket's position within a queue is not.

The tickets expected to require less additional emails to be sent back and forth are prioritized over those expected to require more. This, in turn, makes the entire queue move faster.

The surest way to jump the queue is to include as much as possible of the following info, potentially relevant to your case, when opening a support ticket:

Tell us where the problem does manifest itself:
  • The problem does occur in [Development|Production|Both] environments.
  • The problem does occur in [All|Some] browsers.
    • If in 'Some', in which browser / release-number the problem does occur?
    • If in 'Some', in which browser / release-number the problem does not occur?
Include the following development environment info regardless of the API you use:
  • The OS name / release-number is...
  • The BotDetect release-number is...
  • The BotDetect port is [NET|Java|PHP].
  • The [NET|Java|PHP] runtime release-number is...
  • Paste the app error-log lines containing the BotDetect-related entires.
  • Paste the browser-console lines containing the BotDetect-related entries.
If the problem occurs in-production include the following env-info regardless of the API you use:
  • The OS name / release-number is...
  • The BotDetect release-number is...
  • The [NET|Java|PHP] runtime release-number is...
  • Is a CDN (like Akamai, etc) used? If yes, which one?
  • Is a cache (like Varnish, etc) used? If yes, which one?
  • Is a load-balancer used? If yes, which one?
  • Send us the link to your web form protected with captcha.
  • Paste the app error-log lines containing the BotDetect-related entires.
  • Paste the browser-console lines containing the BotDetect-related entries.
If you use Simple API include the following application info as well:
  • The app's captcha session storage is [SQLite|HSQLDB|Memcached|Redis].
  • If you use the BDC r4.5, paste the bdc-config.xml snippet that sets the form's id, formSubmitId, and captchaInputId options.
  • If you use the BDC r4.4, paste the botdetect.xml snippet that sets the captcha style's userInputID option.
  • The app's backend framework name / release-number is...
  • Paste the code snippet that executes captcha validation on the app's backend.
  • The app's frontend framework (like Angular, React, etc) / release-number is...
  • Paste the code snippet that adds captcha to the view.
  • Paste the code snippet that executes captcha validation on the app's frontend.
If you use Traditional API include the following application info as well:
  • The app's framework name / release-number is...
  • Paste the code snippet that executes captcha validation
  • Where does your app keep sessions?
  • The app's template engine name / release-number is...
  • Paste the code snippet that adds captcha to the view.
  • If you use the BDC r4.5, paste the code snippet that sets the captcha object's 'captcha input id' and 'form submit id' options -- which exact name spelling and case style vary in accordance with the conventions of the port and framework the app uses.
  • If you use the BDC r4.4, paste the code snippet that sets the captcha object's 'user input id' option -- which exact name spelling and case style vary in accordance with the conventions of the port and framework the app uses.

Open a Support Ticket

Official Email Policy:

Use your official email address -- a personal email address use will deprioritize your ticket.

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