Contact LoadGen Support
If you need help with LoadGen products, our support team is here to assist you.
Support Options
Knowledge Base
Start by searching our support documentation for solutions to common issues:
Submit a Ticket
For issues not covered in our documentation:
1. Go to support.loadgen.com
2. Click Submit a request
3. Provide:
- Detailed description of the issue
- Steps to reproduce
- LoadGen version information
- Relevant log files
- Screenshots if applicable
Email Support
Contact us directly: support@loadgen.com
Support Hours
| Region | Hours |
|--------|-------|
| Europe (CET) | Monday - Friday, 9:00 - 17:00 |
| Extended | Contact for premium support options |
Before Contacting Support
To help us resolve your issue quickly:
1. Check the documentation - Many issues have documented solutions
2. Collect log files - Enable debug logging and gather relevant logs
3. Note version numbers - LoadGen version, OS version, target environment versions
4. Document steps - List exact steps to reproduce the issue
5. Capture screenshots - Visual evidence helps us understand the problem
Attaching Files to Tickets
See Attaching a file to a ticket for instructions on sharing files with support.
Priority Levels
| Priority | Description | Response Time |
|----------|-------------|---------------|
| Critical | Production down | 4 hours |
| High | Major functionality impacted | 8 hours |
| Normal | General issues | 24 hours |
| Low | Questions, feature requests | 48 hours |
*Response times based on business hours and support plan.