Support

DEI wants you to be very happy with our HyperGate software.  If you have any problems using or installing the software, do not hesitate to contact us or your regional sales representative.  If you have a feature request or suggestion, please let us know.

Commercial HyperGate license contracts includes one year of technical support.  This includes telephone and email assistance for installing, configuring, and using the product.  We also provide limited support for free trials and licenses beyond the initial one year.

If you are having difficulties with HyperGate, please review the Setup and Troubleshooting chapters.  If the problem persists, please follow these steps to ensure rapid resolution of the issue:

• Verify the Problem
Try to isolate the circumstances in which the problem occurs.  If possible, find the simplest scenario which consistently reproduces the problem.  If the problem occurs only sporadically, document as much as you can about the circumstances in which it does and does not occur.

• Document the Problem
Save copies of the complete and exact text of any error messages you are observing.  Save copies of the HGclient log file and the HGserver log file.  Save copies of the URLs being used, and any relevant web sever logs.

• Document the Software
Note the name and version numbers of the operating systems, web browsers, web servers, and any access control devices being used.  Note the revision numbers of hgclient and hgserver.  Verify that you are running the latest version of HyperGate provided by DEI.

• Contact Data Expedition, Inc.
If you purchased HyperGate through one of our regional sales partners, please contact them for technical support.  If you purchased directly from DEI, see our website http://www.DataExpedition.com/support/ for contact information, or fill out a Technical Support Request form.  You may also call us at US 405-292-2280.