Contacting the Technical Support

To signal an incident on a platform or a problem while operating or managing a platform, a specific form is available from the CLOUD dashboard. 

This incident will be immediately sent to the Technical Support of PCSCloud that will process your request as soon as possible.


To signal an incident on a platform, always use this form of the CLOUD dashboard/x5>. This ensures a more efficient and prompt response.


Important note: All the requests regarding the development with WEBDEV, WINDEV and WINDEV Mobile (creating a WEBDEV site, using the WLanguage functions, ...) must be sent to the Free Technical Support of PC SOFT. 

See how to Write to the Free Technical Support of PC SOFT



Preparation


You must have:

- the identifier 

- and the password of the PCSCloud account.


The identifier and password have been supplied in the confirmation email when creating the PCSCloud account. 



Steps


- Connect yourself to the CLOUD dashboard: https://pcscloud.net/.



- Click the "Contact the Technical Support" link.





You have the ability to trigger:

- a free incident report that will be processed during working hours without any time guarantee,

- or a priority incident report that will be processed in expedite mode (at the price of €105 w/o tax).



Some tips to write the incident report


The more thoroughly you describe your incident, with the detailed actions used to reproduce the problem, the faster your problem will be processed by the Technical Support.


Summary: write a short summary of your problem. 


Example: 

Unable to connect to ftp


Description: Specify:

1- the problem that occurred

2- the exact error message or the symptom

3- the specific actions that trigger this message or this symptom.


Example 1

Not to be done: 

I can't connect, what should I do? 


Instead, write: 

I want to retrieve a backup copy of my database.

I am using the Filezilla FTP client by giving my FTP identifiers obtained in the CLOUD dashboard. However, the connection is refused with an error. 

Error: Unable to connect to the server

I can connect from my company, I only get the problem when I travel.


Example 2

Not to be done: 

I cannot write in the site, please check. 


Instead, write: 

In a Web site deployed on the xxx platform, the functions for writing into the database return the following error message from the HFSQL security mechanism:

"You don't have sufficient rights..."

The site on the development computer can perform the write process without error.