Support

Find Help Fast Using Our Online Resources

Many of your product questions may already be addressed in BASIS Knowledge Base articles, online FAQs, BASIS International Advantage articles, and discussion forums. Search these resources for immediate information. Find details and links below.

If you do not have an active support incident and do not receive a response concerning your upload (click below to upload files) in 12 hours or the next business day, please send an email to
support-ticket@basis.cloud

If you purchased your BASIS product from a distributor, reseller, OEM, or any company outside the United States, please contact your representative for technical support.

CREATE A TICKET
UPLOAD SUPPORT FILES
EMERGENCY LICENSE

Was your purchase from a distributor, reseller, OEM, or a company outside the US?

Please contact your representative and/or end-user application developer for technical support.

BASIS Global Distributors

BBx/BBj US and Mexico

Please review the BBx Generations and Barista Customer Support Handbook which describes how BASIS USA responds to customer requests for BBx (BBj, PRO/5, and/or Visual PRO/5) support when BASIS USA is the customer’s primary support resource.

Contact Method

Please use one of the following methods listed in order of call priority:

  1. Phone +1.505.345.5021
  2. Online for Evaluation and Emergency Licenses
  3. Email support@basis.cloud

BASIS responds within one business day during business hours 8:00 am to 5:00 pm Mountain Time, Monday through Friday (except for company holidays).

Open Incident Report

  • Product serial number(s)
  • Name of the product
  • Revision level
  • Contact information, including name, company, phone number, and return e-mail address
  • A detailed description of the problem, including error messages and TCB(10) values. Preferably provide a self-contained program sample that exhibits the problem. Alternately, isolate the code block or function in which the error is occurring and provide us the values of any variables referenced in it.
Click to Upload Files

Additional Helpful Details

  • What is the operating system and revision level?
  • What is the JRE/JDK version used with BBj?
  • Is the error reproducible or sporadic?
  • Is the error isolated to a specific machine or user?
  • Is the problem concerning a new or existing installation?
  • Might it be network related? If so, provide details about your network.

Canada, Caribbean, Central/South America, and Europe

Please review the BBx Generations and Barista Customer Support Handbook which describes how BASIS USA responds to customer requests for BBx (BBj, PRO/5, and/or Visual PRO/5) support when BASIS USA is the customer’s primary support resource.

BASIS Europe (Sweden, Finland, Norway, Denmark)

BASIS Europe Distribution GmbH
Nell-Breuning-Allee 6
D-66115 Saarbruecken Germany
www.basis-europe.eu		 Stephan Wald
Tel +49 6 81 9 68 14 0
Fax +49 6 81 9 68 14 33
eu@basis.cloud
eu.support@basis.cloud

Caribbean, Central America, South America

Engineering Support Systems
1259 Fernández Juncos Ave #201
San Juan, PR 00907
USA
www.essnet.com		 Jesús Alvarez
Tel +1 787 723 5000
Fax +1 787 722 6242
jalvarez@essnet.com
support@essnet.com
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