Support

Request technical support

For organizations with software we built or maintain. Use this page for defects, maintenance requests, technical questions, and service changes.

Coverage and response times

Response times, hours of coverage, and service levels depend on the written agreement in place for your organization. We do not offer 24/7 support unless a support agreement specifically provides it. Where no agreement is in place, requests are handled on a best-effort basis during business hours: Monday–Friday, 9:00 a.m. – 5:00 p.m. Central Time. For anything urgent, call (757) 573-3968.

Support request

Tell us what is happening

Full name (required)

Work email (required)

Organization (optional)

Phone (optional)

Priority (required)

Response times depend on the support agreement in place for your organization.

Project or account reference (optional)

Helps us find your records faster.

Describe the issue (required)

Between 20 and 4,000 characters.

Please do not submit passwords, access credentials, private keys, health records, payment-card numbers, government identification numbers, or other sensitive data through this form. If a matter requires sensitive information, we will arrange a secure method with you.

I have read the Privacy Policy and agree that Anchorbyte Technologies LLC may use the details above to respond to my request. (required)

Or call (757) 573-3968.

Priorities

Choosing a priority

Priority describes business impact, not urgency of feeling. Accurate priorities let genuinely stopped work be handled first.

Support priority levels, when to use each, and what to include in the request
Priority	When to use it	What to include
Critical — a production system is unusable	A production system is down or unusable for all users, with no workaround, and work has stopped.	What changed recently, when it started, how many people are affected, and any error messages shown.
High — a key function is impaired, with no workaround	An important function is broken or badly degraded and there is no practical workaround, but the rest of the system runs.	The exact steps that reproduce it, the records or screens involved, and the business impact.
Normal — a defect or issue with a workaround	Something behaves incorrectly, but staff can continue by using a workaround.	What you expected, what happened instead, and how often it occurs.
Low — a question, request, or minor change	A question, a configuration request, a small change, or a request for new work.	What you want to achieve and any deadline it relates to.

If a support matter has not been resolved through this channel, or a contractual concern needs management attention, see the escalations page.