In order to provide you with the best service possible, support requests are prioritized based on the severity of their business impact. There are different ways to submit support requests. All requests are immediately evaluated and assigned a priority level. Then, support requests are queued up based on time they were received, and priority level assigned.
All support requests can be accessed online through our support portal. Here, you will be able to see summaries of relevant correspondence, add comments yourself, and download files provided by our team.
Logging Support Requests Online
The most efficient way of requesting support is to use our online support portal. The form will ask for all important details we need to know to start working on a customized resolution for your question. The advantage of logging support requests online is that no information falls through the cracks or is recorded incorrectly. It also makes sure that you can review submitted details immediately.
Logging Support Requests via the Phone
You can also request support by calling or emailing. When calling, our staff will ask specific questions to describe your question in detail. This will include version numbers and reproduction steps. Please have this information ready before placing your phone call. It will help us starting to work on a customized solution to your question.
Logging Support Requests via Email
If you cannot log requests online or over the phone, you can also send an email. Please ensure that you provide complete information (see this form).
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