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Renaissance provide 2nd line support for all the products listed on our products page. 1st line support is provided by your provider.
Renaissance Support SLA
To contact Renaissance for Support
Send a Support request to Renaissance by e-mailing
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Please remember to include the following information:
| 1. Identification: |
- Customer Name and company (full end user name and abbreviation if applicable) |
| 2. Product Information: |
- Product Name
- Product Version |
| 3. Environmental Information: |
- Version of operating system (e.g. Windows 2003/ 2008: include Service Pack Level)
- Product running natively or in a virtual environment? |
| 4. Detailed Description of Technical Issue: |
- What is the error or technical Issue?
- When did this problem begin?
- What changed in the end user’s environment at the time this problem began? |
| 5. Details of Troubleshooting Steps Taken: |
- Clear description of steps undertaken to troubleshoot technical fault prior to requesting assistance from Technical Support. |
| 6. Samples & Logs: |
- Windows application event log in EVT format
- Other logfiles relating to the product
- Details on how to obtain Marshal Logfiles
- Details on how to obtain Sophos Logfiles
- Details on how to obtain Safend Logfiles |
Click to start Remote Assistance
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