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DrillDown Icon Table of Contents
DrillDown Icon 2020 Official Holidays & Support Schedule
DrillDown Icon IMPORTANT: End of Life of SHA1 on Windows Server 2003
DrillDown Icon IMPORTANT: Supported Operating Systems
DrillDown Icon PLEASE READ: Our Update Server IPs Have Changed
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DrillDown Icon Customer Support Hours and Statutory Holidays
DrillDown Icon Customer Support: Our Values
DrillDown Icon Required Information When Contacting Customer Support
DrillDown Icon Why Your Customer ID is Important
DrillDown Icon Support Response Times & Coverage
DrillDown Icon My Vircom Website
DrillDown Icon Full Support for Trial Customers
DrillDown Icon Mailing Lists and Client Community
DrillDown Icon How-to: Submit Spam to Vircom
DrillDown Icon Submitting Spam and False Positives
DrillDown Icon How-to: Report a Virus to Vircom
DrillDown Icon How to submit a feature request
DrillDown Icon What happens when my trial / temporary key expires?
DrillDown Icon Support for Microsoft Windows 2008/2003 Web Edition
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DrillDown Icon Alleviating Spam – Best Practices
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Required Information When Contacting Customer Support


When calling/emailing Vircom's customer support, please be prepared to provide our service technician with the following information:


  • Your Customer ID.  This number was given to you upon purchase of your products and confirmed with an activated code, sent to you by email. 
  • Your name, the company name, email address and telephone number
  • Product name, version and build number
  • Priority of your request (Critical, High, Normal or Low)
  • Detailed description of the problem including any test results
  • Information on how to reproduce the problem and the error logs


Why your Customer ID is important


Important:  The software version that you are currently running can be found by clicking on Help > About.  This information allows us to properly assess technical issues and recommend the most efficient solution to resolve them.  Providing this information decreases the time it takes to resolve problems because it allows the technician to research "known issues" that may be fixed with a patch or upgrade.

When a problem is reported to Vircom's support, the service technician enters the information into a tracking system and a Ticket Number and description of the request is immediately relayed to the Customer.


Clients should always refer to the ticket number for updates, follow-ups or escalations on the reported issue.  It is recommended that you reply to this email to update us on your situation.



Sub Articles
Modified 11/28/2014
Keywords: CID
Article ID: 442