We have discovered that user accounts for the support forums have not been successfully migrated during our recent change in web servers.  Damn.  Sorry about that.  We’ll get it sorted out as soon as we can.

All website problems have been rectified so everything should be back to normal now.  You can download PhonePad from the download page as before.

We are experiencing some problems with a couple of our systems that are hosted with another web hosting company.  For some reason their servers are not responding.  This affects downloading PhonePad.  Until we find out what’s going on with the web hosting service and things are rectified, you can download PhonePad using this link:  http://www.cybercom-software.com/download/phonepad4setup.exe.

Sorry for any problems you may have encountered.  We’re kind of getting sick of unreliable web hosting companies (not counting the one that hosts this site).

We’re pleased to announce that PhonePad 4.13 has been released and is now available for download.? Version 4.13 has the following changes:

• Fixed problem with sorting in Address Book list where lower case names wouldn’t sort properly.
• Fixed problem where double-clicking on the Address Book list wasn’t opening an entry for edit.
• User passwords are now masked in PhonePad Admin and administrators are now required to confirm passwords .
• Disappearing envelope icons problem in Inbox message list has been fixed.

This a free update for all licensed clients.

Spam filters seem to be working overtime lately.? We have had a lot of complaints from customers (and prospective customers) that they are not receiving emails from us.? This is happening when they enter their details to download PhonePad, receiving licenses and communicating with Sales and Support, etc.

In all cases emails have been sent out by us but they have been caught by over zealous spam filters.? We have had to contact customer’s ISPs a few times to sort things out so the emails could get through.

So, if you are expecting an email from us and haven’t received it, please check your email spam filters to see if it has eaten our emails.? If you don’t have a spam filter on your computer or network, please check with your ISP.? They may need to add us to their white lists.? Emails from us generally come from sales@cybercom-software.com, support@cybercom-software.com or info@cybercom-software.com

We are currently experiencing problems with our support systems.  Apparently one of the web hosting providers we use had a catastrophic failure over night, which has affected all of our support systems. 

Fortunately our main web site is hosted by a different web hosting provider and our automated ordering system is hosted by yet another, so these things aren’t affected.

You will not be able to download the latest version of PhonePad from our website so please use this link instead.

We apologize for any inconvenience but this is beyond our control.  We are working with the service provider to get this resolved as soon as possible.

We’re back from our two week break, refreshed and ready to go.  Unfortunately things didn’t go according to plan with support while we were away.  We knew Internet bandwidth was going to be limited where we were going but we didn’t know it would be totally unavailable!  We were only able to connect to the Internet on three occasions and even then it was for a very short period each time. 

If you tried to contact us during this period then sorry for not responding.  Rest assured we are back on deck and responding to the support requests that we received while we were away.  It may take us a few days to catch up.

For the first time in 11 years we are taking a two week break, from Saturday 10 May 2008 to Saturday 24 May 2008 (inclusive).

Orders will be processed as normal, however, during this period there will be limited support available.  We will still be responding to support requests but it may take us a little longer than normal.  Due to our location, Internet bandwidth will be restricted so we will be unable to provide any remote support or online chat support – only email support will be available.  We will also be unreachable by telephone.

Please check the Frequently Asked Questions and Knowledge Base in our support forums at www.cybercom-software.com/forums.  It’s possible that there may already be a solution or answer available. In any case, we will respond to this support request as soon as we can.

This will all return to normal from Sunday 25 May.  We apologize for any inconvenience this may cause and thank you for your understanding.

Cybercom Software Support

We had a little surprise today when we tried accessing our support systems and got the following message:

What the??  To give you a little background, we actually use 3 web servers, each hosted by different web hosting service providers.  Two of the servers are in the US and one is in the UK.  Our main website is on one of the US servers while we have various support systems, our ordering system, license server, etc. on the other two. 

Imagine our shock when we discovered that our account had been suspended on the other US server we use because of one of the following reasons: “Warez, Rude behaviour, Blackmailing, Harassment, Threatening, Offensive behaviour with other company’s employees, Other”.  Hmm, don’t remember doing any of those.  Being a software company we definitely don’t have anything to do with warez.  And I don’t believe we have committed any of the other alleged reasons.  At least not in regards to our customers.

Turns out the reason was “Other”. There was a technical problem with the commercial mailing software we use.  For some strange reason it caused a spike in CPU usage on the web server, which resulted in our account being automatically suspended by the system.  Apparently it’s all sorted out now.  It’s unlikely you were presented with this message too but, if you were, please accept our apologies.  We promise not to be naughty again.

We have just introduced live chat support to our website.  If you want to talk to sales or support staff live just click on the icon, which is visible on most pages, and you’ll be able to talk to someone in real time.

If live support is offline you can leave a message and we’ll respond as quickly as we can.  We’ve also recently implemented an issue management system for support requests we receive.  This allows us to track their progress and make sure that none fall through the cracks. 

We previously used email software and a separate support application, and it was getting difficult to manage.  The new system has integrated email management and maintains a complete history of communications, which makes things a lot easier.

The system automatically adds an “incident report” number to the subject of your email. It’s important to leave this number intact as the system uses this to identify your request and to maintain a history of it.

We’ve also recently completed a major upgrade to the software we use for the support forums, knowledge bases and Frequently Asked Questions (FAQs).

All of these support systems are part of our strategy to continually refine and improve the support we provide to you.