Customer Support
Click here to start a support ticket.
We are constantly working to improve our support. In our most recent 2008 customer survey, we received a 98% approval rating for customer support. We are very proud of this, as we continue to work toward 100%. We provide two levels of excellent support for our customers:
Standard - 8:30-5:00 PST
Premium - 24x7 (contact us for pricing & details)
We make ourselves available through email, phone and our web site. We have automated support on our web site so our customers can get answers more quickly. To start a support ticket click here.
Our support application makes it easy to find the most common solutions and gives customers access to their complete support history. The case management area allows customers to submit questions and securely upload and download files. The customer support staff is immediately alerted when a case is entered and will respond to you through the ticket as soon as possible.
If you have not received a user ID and password, please click here or call (800) 357-1019 to request one.
How Current is Your Encryption Software?
At PTSS we are always updating the software you use to add new features and correct anomalies. If you haven’t updated your software in a while, it’s time to do a little housekeeping!
Below is a table of software releases and their end-of-support (EOS) dates. Please review the table and, if you have an older release, login here to download the latest version of the software. As always, you can contact our Customer Support team for help in finding and downloading the latest version. Remember, current customers with a maintenance contract receive new releases free of charge.
| Product Name |
This version reaches EOS on 12/31/10 | EOS Version's Release Date | Most Current Release Number | Most Current Release Date |
| AES/400 | 4.91 | 8/10/2009 | 5.11 | 3/25/2010 |
| All-Ways Secure | 4.90 | 7/01/2009 | 5.12 | 4/06/2010 |
| EDI | 1.29 | 7/16/2008 | 1.30 | 1/09/2009 |
| FTP Manager | 4.90 | 7/01/2009 | 5.12 | 4/06/2010 |
| LogAgent | 1.17 | 8/01/2009 | 1.23 | 4/27/2010 |
| Serial Connect | 1.55 | 7/16/2008 | 1.57 | 2/13/2009 |
| TCP/400 | 2.33 | 2/16/2009 | 2.37 | 3/02/2010 |
| XML/400 | 2.87 | 5/18/2009 | 2.89 | 3/31/2010 |
If you are running a version of software that has reached it’s EOS date, our support team will request that you upgrade the product prior to providing any troubleshooting services. We’re taking this step to decrease the number of occurrences where a customers requests support for a problem that has already been fixed, and to lower customer’s overall wait time with support.
If you have any questions, or need help with support, please don’t hesitate to ask.
Start a support ticket, view FAQs, see product release notes