How do I get help / contact support?¶
Your message goes to a real engineer. During business hours — Monday–Friday, 9 AM–5 PM US Mountain Time — we try to have an answer back to you within the hour.
Support is something we take real pride in; many customers tell us it's the best they've ever received. Email is how we prefer to work, because it lets us see exactly what you're seeing — so send screenshots and source snippets freely.
What to include (so we can help fast)¶
- Your Understand build number — Help → About Understand.
- Your OS and version.
- A screenshot of what you're seeing, and a source snippet if the problem involves specific code.
- For crashes: the crash details (see Understand crashed).
- For analysis problems: the analysis log (Help → Send Analysis Log…) — see also fix parse errors.
- Exact error text and what you did right before it.
The right address for your question¶
| Address | Use it for |
|---|---|
| [email protected] | Technical support, crashes, analysis problems |
| [email protected] | License codes / activation issues — try fixing license errors first |
| [email protected] | Purchasing, renewals, quotes |
From inside Understand¶
- Help → Send Analysis Log… — opens a pre-addressed email to [email protected] with your analysis log attached (best when analysis is wrong or incomplete).
- Help → Support Website — opens support.scitools.com.
If email isn't an option¶
Call us at 435-627-2529.
Outside US business hours, our international distributors also provide great technical support — find the distributor for your region.