Sometimes, the users of your website may experience problems with Aurigma's uploader. When it happens, they starting looking for a solution and ask us to help.
To provide with an assistance for such users, we created a special section on our website:
Troubleshooting Aurigma uploader/downloader problems for web site users
I believe your support team will find this section useful as well, in case if those users contact them first. Don't hesitate to link here or reuse these instructions on your own help pages.