Hi,
We generally do NOT do conference calls. Due to the technical nature of our product, very often in order to troubleshoot a problem, we need to have detailed technical information such as error code, stack trace, test code, screenshot, logs, etc from our customer. None of these can be effectively communicated through a conference call. So while claiming that we can do conference call could make our customer feeling good, in practice it rarely solve any problem and in the end it's usually just be a waste of time for everyone. So we do not do it.
We are open to screen sharing sessions if the issue can not be reproduced anywhere else. Usually when you run into an issue, you will need to try to reproduce it first. If the reproducing code/step is very simple you can just post it in the forum and we will look into it. For more complicated issues, we may need to you isolate the problem into a test project and send the test project to us. See here for more details:
https://www.essentialobjects.com/forum/test_project.aspxA test project that can reproduce the problem is the most effective way to resolve an issue not only because we will be able to debug it against our source code, but also for whatever solution we come up, we will be able to verify it with your test project and to positively confirm whether the solution indeed resolve the issue for you. Otherwise we would be doing "maybe it's this", "let's try that and see if it works". This kind of troubleshooting is not only time consuming, but also very likely not actually resolve the issue for you. For example, we might accidentally stumble on a switch that turns of the alarm without actually addressing what's causing the alarm at all. And the same issue can surface later at a different place in a different form.
If the problem can not be reproduced anywhere else, then we will consider to remote sessions. In that case most likely we would need unattended RDP access to the system. The general process for troubleshooting such issues is for us to add some log entries, upload the files to your system, run it, collect the log, analyze the log to narrow down the issue, and then repeat this process over and over again until we get to the root of the problem. Such troubleshooting is time consuming and usually need repeated remote access to your system. That's why we prefer to have unattended RDP access so that we will have access to the system whenever we need it.
The best way for you to contact us is through this forum. You can also contact us through emails but emails are less reliable because sometimes messages got caught up by spam filters. However in case you need to send test files to us, you would use emails. See the above link for our email address.
Hope this gives you a good idea of how we provide support. Please feel free to let us know if you still have any questions.
Thanks!