Support Center

Contact Methods & Hours of Operation

Emergency Support available 24 hours/day, 7 days/week by calling the support telephone, leaving a message, and marking the message as urgent.

Preparing to Call

You can help make your call to technical support as efficient as possible by following the checklists of instructions below. If you need to speak with a Certified Support Technician, be sure to have the following information ready if it is relevant.

• Company name
• Authorized contact name
• Your area code and phone number
• Email address
• The exact error message if popping up on screen
• A detailed description of the problem
• A description of the business impact of the problem
• Incident numbers previously assigned to, or associated with this incident
• Steps to reproduce the problem

Before Hanging Up

To ensure that the Incident is handled according to your expectations, follow this checklist before ending your call with our support team:

• Review with the technician the severity level which has been assigned; the severity level should reflect the business and technical impact of the problem
• Review with the technician any action items
• Confirm who is responsible for the call back
• Confirm the incident number

The Certified Support Technician will assist you in determining the severity level of the incident, based on your description.