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Why we need the information
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Name
Your name is entirely optional. We are in
the privacy business and do not keep any
record of customer names. You may supply
this for a more "personal" exchange with
one of our Support Center technicians, if
you wish.
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Email Address
We need your email address in order to respond
to you. Please make sure to enter it correctly,
or our email response will not reach you.
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State/Country
Often there are outages in the Internet
that only affect a specific region. For
example, if a construction company cuts
through a fiber optic cable in Boston, it
may cause a degradation in the quality and
speed of Internet connections all over the
Northeastern US. If you live outside the
United States, and your country or continent
is not listed, please select the nearest
neighbor country or continent.
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Version
The version number of the product is important
to us. To find the version number, click
on the Help menu in ZixMail, ZixMail
for Outlook or the ZixIt Signature Manager
(whichever product you are having problems
with), then click on the About menu.
The version number will be similar to 1.0.929
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Operating System
If you are not sure, or your option is not
in our list, select OTHER and tell us in
the comments section. Knowing your operating
system helps us isolate problems relating
specifically to particular operating systems.
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Email Program
Knowing your email program helps us isolate
problems relating specifically to particular
email programs. We test all our software
on hundreds of different computers with
all the common email programs, and can compare
our test results with the program you are
using. We also have a test lab set up with
which we can attempt to reproduce any malfunctions
that are reported to us.
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Browser
Knowing your browser helps us isolate problems
relating specifically to particular browsers.
We test all our software on hundreds of
different computers with all the common
browsers and can compare our test results
with the type of computer you are using.
We also have a test lab set up with which
we can attempt to reproduce any malfunctions
that are reported to us. Look at the menu
at the top of this screen and click the
Help menu, then click the About
selection. If you're not sure, or your option
is not in our list, select OTHER and tell
us in the comments section.
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Internet Service Provider
If you are reporting trouble connecting,
registering a ZixIt Signature, or exchanging
mail, it could be important for us to know
which ISP (Internet Service Provider) you
are using. (The ISP is the company that
provides your connection to the Internet
through a dialup phone line, a cable modem,
etc. You are probably paying them a monthly
fee for this service.) If you're not sure,
or your option is not in our list, select
OTHER and tell us in the comments section.
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Connection Type
Knowing your connection type can help us
if you are reporting slow email or server
connection errors. xDSL means all the various
forms of DSL, for example ADSL.
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Subject of Problem
Please select the subject from the list
that most closely approximates the problem.
If you're not sure, or your option is not
in our Subject of Problem list, select
OTHER and tell us in the comments section.
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Questions/Comments/Issue
Please start by giving us a short description
of the problem, question, or comment you
have. Then give us the details, such as
specific error messages, settings, or the
sequence of events leading up to the issue
you would like to discuss with us. The more
information you can give us, the more quickly
we will be able to help you.
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