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How to Contact Customer Support and What to Expect

This article explains how to contact customer support for assistance and what to expect after you submit a support request.

Summary

  • Use the support contact link found on the relevant knowledge base article to reach the support team. Submitted tickets are acknowledged and handled according to published service level targets.

How to contact customer support

  1. Open the relevant knowledge base article that contains support contact information.
    • The support contact link is located at the bottom of that knowledge base article.
  2. Use the contact link at the bottom of the article to reach the support team and submit your request.

What to include when you contact support

  • Provide clear details about the issue so the team can investigate.
  • If the issue is an error you want investigated, do not alter or correct the error before support has had a chance to replicate it. This helps developers accurately reproduce and resolve the issue.

What happens after you submit a ticket

  • You will receive an acknowledgement that your ticket is being reviewed.
  • Support will keep you informed of progress throughout the investigation.

Service level response targets

  • Submitted tickets are handled in line with the published Service Level Agreement (SLA). Example SLA targets include:
    • STP Error: within 24 hours (subject to any external-imposed delay)
    • Growth Module Activation: within 48 business hours
    • Custom Script (Medium Priority): 4 weeks from when scope is confirmed (quote required)
    • System Upgrade Requests (Medium Priority): 3 months (quote required)
  • Most tickets are resolved before their SLA due date.

Troubleshooting tip for support requests

  • If you need help downloading or installing provided materials, use the knowledge base download article and the support contact link at the bottom of that article to request installation or licensing assistance.

Conclusion

  • To get support, open the relevant knowledge base article and use the contact link at the bottom of the page to submit your ticket. Provide clear details, avoid altering errors that need to be reproduced, and expect responses aligned with the published SLA targets.