I. Official Support Channels

Sanplex provides multiple convenient communication channels to ensure you receive timely and professional assistance whenever you encounter issues:

• Live Chat: You can visit the official Sanplex website and use the Chatra live chat widget at the bottom of the page to connect with our product experts and technical support team. This is the fastest way to get quick feature guidance, answers to common questions, and real-time interaction.
• Email Support: For complex inquiries that require in-depth troubleshooting, system error reports, or environment details (such as logs and screenshots), please email our official support address directly: [email protected]. Upon receipt, our system will automatically generate a service ticket. Our technical engineers will promptly follow up according to standard service procedures and keep you updated on the progress via email.
• Self-Service Documentation: We highly recommend consulting the official Sanplex manuals and knowledge base before reaching out. Solutions for the vast majority of deployment configurations, feature usage, and common errors are comprehensively documented here.
• Social Media & Community: We welcome you to follow the official Sanplex Facebook page. This is where we first announce product updates, best practice guides, and industry insights. You can also interact with our global community team via direct messages.

II. Best Practices for Submitting Issues

To help our engineers locate and resolve your issues quickly and accurately, and to minimize back-and-forth communication, please refer to the following guidelines when sending an email or initiating a chat:

• Provide accurate environment information: Always include your current Sanplex version, deployment method (On-Premise/Cloud), and underlying environment details (such as operating system and database versions).
• Provide clear reproduction steps: Avoid subjective or vague descriptions. Providing complete steps to reproduce the issue, the expected result, and the actual observed result is incredibly valuable for troubleshooting.
• Include visual evidence: Take clear screenshots of error pages. For system-level errors, be sure to extract and upload the latest log files (for On-Premise deployments, these are typically PHP log files with the current date located in the sanplex/tmp/log/ directory).
• Close the feedback loop: Once an issue is resolved with our help, leaving a brief reply with the final working solution in your email or chat not only helps us improve our product but also greatly encourages the engineers who assisted you.

III. Business and Licensing Inquiries

If you are interested in Sanplex's enterprise-level features and wish to obtain a trial license for advanced versions, schedule an exclusive product demo, request customized solutions, or get a formal quote, you can reach us through the following methods:

• Online Support: Initiate a business inquiry via the Chatra widget on our official website.
• Service Email: Send an email to [email protected] (your request will be automatically routed to the corresponding Customer Success team).
• Social Media: Send a direct message via our Facebook page, and our operations team will respond promptly to your business needs.