360Works FileMaker Plugin Support: Documentation and Licensing

We are glad so many FileMaker developers are choosing 360Works products for development. In order to provide the best possible support, we ask that you adhere to the following steps for getting help when needed.

General support questions are always free. Our office is based in Atlanta, Georgia, USA and we are open Monday - Friday from 10:00 a.m. - 6:00 p.m. (Eastern Time Zone). We aim to respond to all queries within 24-48 hours.

Here is the best way to get help with 360Works products:

Step 1: Review Documentation

Before contacting 360Works support, take a look at our documentation for answers to commonly asked questions. The links on each product-specific page point directly to the product support pages, which describe in detail functions and other plug-in specific information. There's also a 360Works Product Support Wiki, which contain an assortment of information, including FAQs or instructions for complex setups.

Plug-ins 101: 360Works Documentation Wiki Start here first!	360Deploy Documentation • 360Deploy Wiki • 360Deploy Forum
Charts Documentation	CloudMail Documentation • CloudMail Wiki • CloudMail Forum
Email Documentation • Email Wiki • Email Forum	FTPeek Documentation • FTPeek Forum
JDBC Documentation	MirrorSync Documentation • Custom SSL Instructions • Configuration Walkthrough • MirrorSync Forums
Plastic Documentation • Plastic Wiki	RemoteScripter Documentation
SafetyNet Documentation	Scribe Documentation • Scribe Wiki • Scribe Wiki
ScriptMaster Documentation • ScriptMaster Wiki • ScriptMaster Forum	SuperContainer SuperContainer Documentation • SuperContainer Companion Plugin • SuperContainer Forum
Web Assistant Documentation	Web Services Manager Documentation • Web Services Installation
Zulu Documentation • Zulu Forum

*Watch FileMaker plugin and tool tutorials on 360Works' channel on YouTube!

*Ask questions on ANY 360Works FileMaker plugin or tool in our General Forum!

Step 2: Submit a Ticket to 360Works Support

Support questions are responded to in the order in which they were received. Please note the following options when submitting your case:

A.) For almost all support related issues, we need to review the logs before we can resolve the problem. See how to submit your log files or send us a bug report here: How to Send Us Logs

B.) For technical questions or concerns with submitting logs, emailing a query first allows us to have it reviewed by the appropriate product expert and provide you the best response. We ask that you send us an email at support@360works.com to reserve your place in the queue.

*How to Send Big Files:
Need to send us a file that's too big to email? Use our web-based file uploader (powered by SuperContainer) to send them!

Step 3: Phone Calls

Following the email response, we can schedule a phone call if further clarification is needed. If you have not heard back from your email within a day or two, please give us a call and we can check on the status of your ticket. Alternatively, if it is not a bug or problem, you can give us a call. Our phone number is 770-234-9293. Again, we ask that for all technical issues, you submit a ticket via email first before calling so that we can respond in the order we receive our tickets.

Additional Help - Consulting

We are happy to help implement existing plug-ins, make custom plug-ins, or provide you with a full one-on-one guided configuration specific to your setup. These full service options are considered consulting work and are provided at an hourly consulting rate. With this option, we can remotely connect into your computer using screen sharing and integrate our products into your solution quickly and efficiently. Contact us at infobox@360works.com to take advantage of our full service consulting options.

Need a customization to one of our products or your own custom plug-in? We can do it! Fill out our Proposal request form.

Forums

Ask a question on our online forums. At FMForums, you can receive answers to questions related to our products; our support team also participates frequently in the forum.

Tutorial Videos

Click here to subscribe to 360Works' channel on YouTube!

The following videos show step by step examples of how to use 360Works products. These videos may be simple demonstrations or complicated examples and proof-of-concepts.

• RemoteScripter- Creating a PDF in Instant Web Publishing
• Plastic- Running Credit Cards in FileMaker Go
• MirrorSync- Preparing a database for use with MirrorSync
• MirrorSync- Complete walk-through and tutorial
• SuperContainer with FileMaker Go
• ScriptMaster- Screen scraping example
• FTPeek- demonstration
• Web Services Manager- demonstration
• SafetyNet- Tutorial for FileMaker offsite backups to Amazon

License Maintenance

We now offer maintenance on select 360Works products which allows access to major and minor releases for a full year. It is the most cost effective way to maintain your software purchase and receive the greatest value in your database solutions.

• Keep your software up to date with bug fixes and ever-improving usability

• Ensure compatibility with the latest versions of FileMaker and the Operating System

• Save time and hassle (especially when selecting Auto-Renew)

• A low yearly fee to keep the best possible version of the software

• Free technical support is provided Monday - Friday from 10:00 a.m. - 6:00 p.m. (ET) Technical support is available for resolving software errors. Technical support is not designed for software training, guided configuration sessions, or FileMaker related training and assistance. These services fall outside of the scope for free technical support, but they can be easily obtained by emailing us and learning more about our hourly consulting options. Maintenance does not affect the level of support you receive. However, if a technician finds that a particular bug has been fixed in a more recent version you will need to obtain the newer version to have the issue resolved.

The following products are currently eligible for maintenance: CloudMail, MirrorSync, Scribe, and Zulu.

Automated emails will be sent one month before a maintenance expiration date on a product, please be sure to provide the best contact email address during check out to ensure the notifications are received.

Keep in mind that your license will not expire, but rather it is the maintenance coverage on the product that will expire in one year after purchase. The version of the product you purchased is perpetual, meaning that particular version is yours to keep forever. 

While maintenance is optional, the upgrading benefits will cease to be provided if maintenance coverage is not renewed at the end of the year and will be subject to a repurchase of the software at full price should you need a benefit of a newer version.

We recommend you renew the maintenance coverage for all eligible products. Please access the License Management Portal to simplify license management and tracking.

If you need help finding your license or renewing maintenance, please click here to contact us and we will assist you.

Own a license with maintenance? Need to renew or check a renewal date? Use the License Management Portal!