Support — straight from the developer
Support requests go to the person who develops PSADT-Package Forge. There are three ways to get there — the fastest starts inside the application.
Three ways to reach support
Ticket from the application
In the Support section of the application, via "New ticket". Contact details, product, version and licence are captured in the same form — which saves follow-up questions. You can choose between support request, bug report, change request, feature request and general enquiry. Sending requires an internet connection.
Support portal
After your first ticket, the login details for the support portal arrive automatically by email. There you can check the ticket status, comment on tickets, upload attachments, answer follow-up questions and create new requests.
Five details that save follow-up questions
- Version of PSADT-Package Forge — shown in the "Info" window
- Windows version of the computer used for packaging
- What you did, what you expected and what happened instead
- The exact wording of the error message, or a screenshot
- The log file of the affected package or import
Logs can contain computer and user names. Before sending, briefly check whether any of this should be removed.
Who receives support
Support via the ticket system is available in both editions — Free and Pro. Bug reports are welcome from every edition; they improve the product for everyone.
Processing time
Requests are handled on working days in the order in which they are received. Fixed response times are not guaranteed — DBLAN is a small company, and that deserves to be said openly.
Check for yourself first
- Manual — step by step, with search
- Change history — what has changed in which version
- System requirements — will it run on this computer?
- Security and permissions — what the application is allowed to do in your tenant
Short FAQ
Does support cost extra?
No. Support via the ticket system is included in both editions.
In which language?
German and English.
Is there phone support?
No. Support is handled via ticket and email — that way version, log and error message are included from the start, and nothing gets lost.
How do I report a security vulnerability?
By email to security@dblan.eu. Such reports are handled with priority.