Support

All paid editions include email support at support@ctfreak.com. The number of priority support requests included depends on your edition, see Licensing.

The Support page

The Settings → Support page helps you build a complete support request:

• It recalls the support email address and your current subscription level.

• It generates a support report: a small JSON file describing the configuration and the usage of your instance, which helps us diagnose your issue faster.

From this page you can either:

• Email support with the report: opens your mail client with the report already filled in the message body — just describe your issue and send. (This button is hidden when the report is too large to fit in a mailto link; use the download button instead.)

• Download the report as a JSON file and attach it to your support request.

What the support report contains

The report describes the configuration of your instance (version, edition, operating system, backend database, …) and its usage (object and execution counters). Its full content is displayed on the Settings → Support page before you send anything.

The report contains neither your license key nor any name, credential or script.

Note: Support requests must originate from the JYP Software account email address used to purchase the license.