Knowledgebase
Getting Support
Posted by on 20 Nov 2014

RollBack Rx, Drive Vaccine and Reboot Restore Rx can get you out of almost any PC problem when all is running as intended. But occasionally, as it always will be in the software world, bugs crop up, an update goes awry, or something just doesn’t make sense and you need some help. This is when you would contact our support department.

To ensure your message gets to the right people as fast as possible here’s a quick guide you can follow to make sure you are getting the best support.

Submitting a Support Ticket

The best way to get your issue in the hands of a technician is to submit a Support Ticket directly from our support website. Here are the necessary steps to take.

-          Visit support.horizondatasys.com and select “Submit a Ticket” from the banner menu.

-          Choose the appropriate department to submit the ticket to.

-          Click “Next”.

-          On the next screen fill out your contact information, then in the message box describe your issue(s). It’s important to be as detailed as possible, not just in describing the issue, but what version of the software you’re running (including the Build # if accessible), your Windows OS and any other points of interest you might be thinking of.

-          Attach files. This is where you can submit a screenshot of the error, or log files when requested by a technician (found by navigating to Program Files/Shield and creating a zip file of shield.dat, 128.dat, subconsole.log, setup.log).

-          Click “Submit”.

At this point you will receive an email notification at the contact email address you entered in your support ticket. If you do not receive this email in a few minutes, check your Spam and/or Trash folders, as sometimes it can be filtered into these sections.This is important to note as any response from our technicians will be sent as a notification to your email address. Do not filter these notifications or your ticket may be closed if there’s been inactivity for more than 3 days.

Submitting a Support Email

Sometimes you may be guided to submit an email directly to support(at)horizondatasys.com. Doing so will create a support ticket in the same manner as in Step 1, but to gain access to the responses from our technicians there are some different steps you must follow.

-          In the message box, describe your issue(s). ). It’s important to be as detailed as possible, not just in describing the issue, but what version of the software you’re running (including the Build # if accessible), your Windows OS and any other points of interest you might be thinking of.

-          Attach files. This is where you can submit a screenshot of the error, or log files when requested by a technician (found by navigating to Program Files/Shield and creating a zip file of shield.dat, 128.dat, subconsole.log, setup.log).

-          Send the email.

-          After a few minutes you should receive two emails from Horizon DataSys. One of them will let you know you have submitted a ticket and an account has been created for you. The second will have your account name and a temporary password for you to use to sign-in.

-          Sign-in to your account and update your password. You may also update your profile information here.

-          Once a technician has responded, you will receive an email notification that will bring you back to this support portal. It’s important you retain your log-in information to access the responses.

That’s it! If you have followed either of these two steps then your information has been successfully submitted to our support technicians.

Important Notes

-      It can take up to 24 business hours to receive a response from a technician.

-      A ticket will automatically close after three days of inactivity after a technician has responded.

-      If a ticket is closed and you want the issue re-opened, log in to the support portal and access the ticket. If you reply, it will re-open the ticket.

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