Customer Support

Live Support
Lost Registration
Order/Sales Related Problems
Technical Support
International Customers
Bug Reports
Feedback
Software Rebates
Contact Trellian

Live Support

Talk to our support staff live.

Live Chat support is open from 9 am to 5 pm Monday to Friday, Australian Eastern Standard Time.

Lost Registration

If you are a registered user, and have lost your registration details, please fill in this form.

Order/Sales Related Problems

If you have placed an order, and have not received your registration details or a reply within 24 hours (48 Hours Weekends), please use this contact form. To help us out, please include the date of the order, the product ordered, your name, contact telephone number and any other relevant information.

Technical Support

If you have a question, or a technical problem, please check the FAQ Lists first. There you will find answers to most of the common questions we get asked. Remember 90% of all support questions we receive are the same, and the answer is probably already on our web site just a few clicks away.

If you do not find an answer in the FAQ lists, FREE email support is available, please use this support contact form. Please include:

The problem, and how it can be reproduced. (if applicable)
The product name, version number and build number.
Your registration name.
Your Operating system (95,98,2000,NT,XP or Vista).
Computer information (Pentium, Pentium Pro, Pentium II etc.).
Any other information you think may be helpful...

Premium Support Options

Standard Support US$49.95

Our basic Phone Support package includes 3 instances of phone support and a 24 hour priority email service.

* Priority emails will be answered within 24 hours Mon-Fri Australian time.
* Phone support is available 9am-5pm Mon-Fri Melbourne time. (Australia)
* Support is valid for a 1 year period from date of purchase.

To order Standard Phone Support please Click Here.

Advanced Support US$99.95

Our Advanced Support Option provides 5 instances of phone support, free software version upgrades* and a 24 hour priority email support.

* Excludes upgrades to Enterprise versions and upgrades on eComm PRO Server.
* Includes Download version upgrades only for 1 year from date of purchase.
* Priority emails will be answered within 24 hours Mon-Fri Australian time.
* Phone support is available 9am-5pm Mon-Fri Melbourne time. (Australia)
* Support and upgrades are valid for a 1 year period from date of purchase.

To order Advanced Phone Support please Click Here.

International Customers

For international customers, technical support is also available in:
French, Czech, Japanese, Greek and Dutch.

Bug Reports

If you encounter a bug in any of our software products, first make sure that you have the latest version and build of the program in question. If not, download the latest release. If the problem persists please let us know about it. Send the name and version number of the program, a description of the problem, a recipe for recreating it if possible, a brief description of your system and OS to customer support.

Feedback

If you have any comments, suggestions, ideas for enhancements or new products, we would love to hear from you, please submit your feedback via feedback form.

Software Rebates

If you have any questions in relation to in-store software rebates, coupons, rebate claims for software purchases from retail stores, please use this rebate contact form.

Contact Trellian

Click Here for contact details.