Support Process at empower®

When to Report a Bug to the empower® Support?

If necessary, your first-level support team can contact empower® Support for assistance with any IT-related challenges.

However, empower® Support should always be the second point of contact within your company.

Please review and test the following troubleshooting measures before contacting empower® Support:

How to Report a Bug to the empower® Support?

Follow the following steps to report a bug to the empower® Support:

  1. Reproduce the error, note the time of the error message/error occurrence as accurately as possible, and take a screenshot of the error message, if available.

  2. Collect the empower® Logs (Windows/macOS).

  3. If the error affects specific documents, please provide them to us.

  4. Please provide us with the following additional information:

    1. How many users are affected?

    2. Does the error occur, when only the empower® Add-ins are activated?

    3. Does the error occur, when the empower® Add-ins are deactivated?

    4. Since when does the error occur?

    5. Which Microsoft Office version is installed?

  5. Provide all information to support@empowersuite.com with a subject using the following format:

    [Customer Name] – [Topic of the Issue] – [empower Version]

Important

As part of the troubleshooting process, our support team will review your log files and sample files to identify issues. If necessary, our development team will be involved to conduct a detailed analysis.

All data will be treated confidentially and used solely to resolve the problem.

By giving your consent, you allow us to use this data for the stated purpose. If you have any questions, feel free to contact us at any time.

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