Hebbian provides support for both our own products and consultancy projects. First line support calls are handled by product specialists who, in most cases, will be able to deal with your request there and then. In the event that your query cannot be answered, it will be escalated to the responsible consultant or development team, who will aim to have a response within a 4 hour period. If in the unlikely circumstance we are unable to resolve in the 4 hour period, we will let you know during that time and advise you as to the expected delivery time.

Service Level Agreements

Please send emails from your organizations domain so that our support staff will immediately know the details of your SLA. If in the event you are unable to email from your organizations domain, then provide enough detail in the email message so that we can verify your organization and contact you by phone.

Distribution of Patches

Patch fixes are deployed via the Hebbian Software Updater service. This service runs on each client installation, periodically checking with the Hebbian Server for updates. If you do not use the Online service and have your own Hebbian Server, then this also uses the Hebbian Software Updater to distribute updates to each of your deswktop installations.

Contacting The Support Desk

Our support desk is manned between 8.30am and 5.30 pm.

Support requests should initially be raised by email to Please include your contact details and registered product code which can be found in the Help|About dialog of desktop installations. Our support staff will email you either with a response to your query or an ETA of resolution. In the event that your are experiencing critical issues, please use the support number listed in the Contact Us page