Support Form

Customer Information

Please enter your name and company information here. This will help us in tracking your request properly:

In the next field, enter only one license key code or support code for the product most relevant to your support case (this includes evaluation licenses). Please do not enter anything else. If, however, you’re not sure, enter “N/A”, though Altova Support may still require your code. You may supply additional codes in the Description field in the Support Request section farther down if necessary.

License information may be found via the Help menu’s Software Activation item, your LicenseServer, or the Help menu’s Registration item in case you’re using a pre-2007 version of one of our products.

An alternate e-mail address is optional but highily recommended in case of delivery problems to your primary address.

Product

Please indicate which product and product version you are using, as well as your level of experience in using that product.

Equipment Information

To expedite your request it is sometimes necessary to reproduce an issue under the same hardware or software configuration. Please provide as much information as possible here:

Support Request

Please provide a summary as well as an in-depth description. If you are describing a more complex case please provide detailed step by step instructions so that we will be able to reproduce the situation in our environment. If your problem involves a database, please specify the brand and version as well as the connection method (ADO, ODBC, JDBC, or native) and the driver/provider name and version. If you’re encountering an error, please provide the complete text of the error as well as a screenshot. Please provide all code snippets as separate files and upload these with your request.

File Attachments (max. 12 MB)

For most support issues, it is mandatory that we receive the document(s) that you are having problems with and all associated files (e.g., XSLT stylesheets, XML Schema documents, MapForce or StyleVision document, etc.), or screenshots of errors you’re encountering. Please prepare these files for transmission to us by putting them into a separate directory on your hard disk and then compressing that entire directory with WinZIP. This will enable our support staff to quickly determine if there is a problem in your file, or in any associated document.