Customer Support

FlagShip support is free of charge for the first 6 months (*) after purchase of the licensed FlagShip version for all registered users.

(*) Note: The initial, free support period may vary according to the license type, distribution channel and the local law. See details below.

How to obtain tech support

Register your purchased FlagShip license (Personal, Pro, Demo), if not done yet. It's better to register it just after the installation, since the free support period starts on the date of purchase, not on the date of registration. The registration form is located in the /usr/local/FlagShip8/docu/REGCARD ascii file on your Linux computer, or in C:\Program Files\FlagShip8\ docu\Regcard.txt file for MS-Windows based FlagShip. You may alternatively download an empty form now.

Fill-in and e-mail the registration form to your local distributor or reseller. You will get local support directly from there. If no local distributor is established yet, forward the registration form (best as binary or textual e-mail attachment) directly to support@flagship.de

You may prefer to use the "Support Request Form" when using e-mail or fax. It will guide you through the important questions to get a soonest reply and to avoid delays for additional queries. You will find it in the ascii file /usr/local/FlagShip8/docu/suppreq.doc (or C:\FlagShip8\ docu\suppreq.txt in Windows) or download the form now.

Send the support request to the vendor or distributor where you purchased your FlagShip, he will most likely be able to help you directly. When the local support is not available, you may contact multisoft directly via email. Please only use the English or German language.

We grant free installation and free qualified technical support for:
 

	License type		Installation Support		Free Technical Support for		Support   Contract	Basic   Support
					30 days	6 months
	FlagShip PRO		yes			yes	yes	yes
	Personal FlagShip		yes		yes		yes	yes
	Free Personal FlagShip		yes				yes	yes
	FlagShip Eval and Demo version		yes		yes			yes
	Upgrade from previous FlagShip version		yes		yes		yes	yes

After the free support period expires, you may extend this qualified help for a monthly fee of EUR 38.33 only (approx. US$ 49, minimum 12 months = € 460), with the same or more advantages as the initial free support period. Contact your dealer or download the Support Contract Form now. Alternatively, you may obtain qualified tech support on a "per-call-basis" which is billed according to the time spent, in 15 minutes increments by EUR 35. You may obtain 5 or 10 support units in advance (€ 175 or 350). Contact your dealer or e-mail support@flagship.de

Even without support contract, we grant unlimited free basic support, where your problem is analyzed and if confirmed as a bug, it will be fixed for the next FlagShip release. This basic support however cannot cover qualified help, patches, and/or suggestions, covered otherwise by the standard support. For this basic support, please use the support request form and e-mail it to bugs@flagship.de, see also "Reporting Bugs" below.
 

But before calling for support, please

Check if you are using the latest version by invoking "FlagShip -version" and Whats'new. Updates for the same main release are for free.

Check the FlagShip manual first (invoke via icon on the Windows desktop, or enter "fsman" in Linux). The most important sections are REL (release notes), FSC, SYS and LNG. You may use the "search" option of the on-line manual (see "man fsman" in Linux ) or the index of the printed manual. The release notes are also available in the plain ascii file located in .../manual/relnotes.asc on your computer and in html format on the CD-ROM.

Also check the tech FAQ, containing the frequently asked questions from the tech support department. Your question will probably already be answered there.
 
 

Reporting bugs and improvements

Generally, we always appreciate your feedback, regardless you have or have not the support contract. We invest many effort in extensive testing of all the available features - but nobody is perfect   so far.

When you feel you have detected a bug in FlagShip, please check the manual first, if this is not an expected and documented behavior. Check especially the CMD and FUN reference as well as sections LNG,  SYS and REL. You may also use the "search" option of the on-line manual or the index in the printed manual. 

Also check the Tech FAQ, containing the frequently asked questions from the tech support department. Your question or incompatibility is probably already reported there.

Please preferably use the "Support Request Form" to report the bug or improvement. You will find it in the ascii file /usr/local/FlagShip*/docu/suppreq.doc or download the form now. Pass your bug report (together with the attachment) directly to bugs@flagship.de. Please do not attach MS-Word documents nor graphic images. Thank you.

Please hold the forwarded examples and the data small and use gzip-ped tar (or a zip archive on Windows systems) containing all sources and required data (e.g. "tar  cvzf  myproblem.tgz  mysrc*.prg  mydata*.db?  myhead*.{ch,fh}  ...") as binary attachment to your e-mail. Add a note how you compile and execute. Do not forward executables nor index files (the example should create indices automatically if required). Privacy note: Your source and data will of course be hold confidential and used for testing purposes only. All your data will be deleted thereafter.
 
 

Last updated: 22-Sep-2011