How should support requests be submitted?

[Phil Champ]

It’s not clear to me how support requests should be submitted.

1. Send email to support@oxygenxml.com.
2. Use the form on the website at http://www.oxygenxml.com/techSupport.html.
3. Use the Help > Report problem link in oXygen Author.

When I used method (2) previously, the report went missing.
Method (1) is direct, but I have to specify my system info manually.
Method (3) allows me my system info to be gathered automatically, but I have no guarantee of a response, since the email is optional.

So which method is best?
I would submit this question via a support request, but...

[adrian]

Hi,

Any of the three methods is accepted as a form of support request.
1. Send email to support@oxygenxml.com. is the best and most reliable approach.
The other two methods will also result in an email (filled with the form information) being sent to the same support address, but by indirect means (via our web site).
If the system info is necessary, you will be asked to also send a problem report (3). This depends on the problem and is not always necessary.

If you want to go straight for (3) please provide an email address when you send the report, if you want to be contacted back. The email address is optional in case you want to send an anonymous report and don't want to be contacted.

Regards,
Adrian