STANDARD SUPPORT HOURS:
9 am to 5 pm PST Monday through Friday, excluding holidays.
HOW TO CONTACT SUPPORT:
Phone: +1 (858) 427-4302
Critical: Server Down
High: Critical Business Impact (Business Work Around Available)
Medium: Non-critical Business Impact
Low: Feature question or Enhancement requests
1. Create a ticket with us by emailing firstname.lastname@example.org or phone with the following applicable information:
- Name and version of the product
- Issue details
- A reproducible test case if possible
- Any error, system and/or trace files
- Troubleshooting steps already taken
2. You will receive a response from our ticketing system with your ticket number.
3. A support technician will contact you back to work the ticket.
4. We will work with you until the issue is resolved in one of the following ways:
- Issue is fixed.
- Workaround is received that resolves the issue.
- Issue is an enhancement request and added to a future release schedule.
- If there is no return correspondence from you within 3 business days, the ticket will be closed.