How to contact Webtrends withou a support contract?

[pmkpmk]

I use webtrends for many years now. Recently, I upgraded to version 8.0. To do a test-run, I installed it on my workstation PC. After I was familiar with it, I installed it on a Linux machine where the webserver resides. My workstation PC got renewed in the meantime - so it was erased from it.

All of a sudden, it did not work anymore on the Linux machine. Regardless what I did - it couldn't start anymore. Already then I found it a challange to contact techsupport at Webtrends. I finally gave up since the webserver was replaced anyway by another machine. This other machine had a version of Linux not supported by Webtrends.

Yesterday, Iwanted to set up a dedicated Windows PC only for Webtrends. But when I installed to software, it told me that my 2 seats (1 regular seat and 1 test seat) were used up and therefore it could not be installed. A search in the online knowledgebase told me, that I "simply" need to go the one of the previeous installations and disable the license there. But these previous installations either don't exist anymore, or don't work anymore.

So I'm back with the problem of contacting technical support. But only as a buyer of the support-plan can you contact them. For other people, they are simply not reacheable. The only email address at all I found was an "info@..." - but no reply so far.

So.... any idea what I can do? I have purchased this product and can't use it at all!

[cgrantski]

When I call tech support the phone system doesn't require a license before connecting me with people, although the humans do look you up in their database. I'm sure this kind of situation is something the techs deal with often. I bet they'll help you sort it out.

[pmkpmk]

I phoned my local representative and they told me the support email address (which is very easy to find out if you think about it for 2 minutes).

However my mail to "info@..." yesterday was answered today by a very helpful support engineer, and even my subsequent question was answered directly.

So now I'm up and running again. But still I think it's quite unusual to hide/block-off the technical support in a way they do...

[Fulton]

With webtrends products the software will communicate with a license management database they run, thus sometimes will be very painful when you move the software and still have it running on 2 different machines (before one install is deleted....).

[pmkpmk]

Yes, indeed. And they don't actually go to any length to point this out - so I ran into this situation in the first place.