Caseware Support
If you need further assistance, we recommend logging your case via our customer portal by clicking ‘Log a Case’ once you are logged in to My Caseware. A member of our support team will be in touch with you as soon as possible to assist you.
If you do not have a My Caseware account and are unable to log your case via our portal, please email the UK Support Team.
Caseware Knowledge Base
Access the Caseware knowledge base of solutions manuals, find answers to frequently asked questions, and read notes about newly released products.
Live remote assistance
Do you need a quick solution to a technical problem? Connect with a member of our support team using our live remote-assistance tool.
Securely transfer files
Caseware uses Citrix ShareFile to facilitate the secure transferring of large files and sensitive data, securely and quickly between you & our support respresentatives.
Frequently Asked Questions
Our Software Development Life Cycle (SDLC) ensures that our applications and programming interfaces (APIs) are designed, deployed and tested in accordance with leading industry standards, such as OWASP, ISO and SOC, and adhere to legal, statutory or regulatory compliance obligations.
- Our policies and procedures have been established and are maintained in support of data security to include confidentiality, integrity and availability across multiple system interfaces, jurisdictions and business functions to prevent improper disclosure, alteration or destruction.
Our certifications and third-party attestations can be found here: https://www.caseware.com/security-certifications/.
Yes, you can upgrade to the latest version without installing the versions in between. When converting your files, Caseware can only guarantee a successful conversion between subsequent versions. It is possible to directly convert older files to the latest version, but we would encourage you to create a backup before attempting to do so.
Production data is stored on Amazon Web Services (AWS). The application handles logical separation of client data through database isolation. Data that is transferred to and from our service (including backups) is 100-percent encrypted over an SSL connection (AES-256-bit — the same level of security used in online banking). For more information, see: https://www.caseware.com/security-certifications/.
Policies and procedures have been implemented to ensure the consistent review of service agreements between providers and customers across the relevant supply chain. Reviews are performed at least annually and identify non-conformance to established agreements. Any non-conformances are identified as actions to address service-level conflicts or inconsistencies.
We support a limited number of product versions in order to continue offering our customers innovative, high-quality solutions. For more information, see https://www.caseware.com/support-policy/.
