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Support Request Procedure |
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Compose an email to
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In the “Subject” line, type in a descriptive phrase summarizing the issue or request.
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In the message body, type in a detailed description of the issue or request you have. Please be specific and include as much detail as possible. Also, be sure to include the relevant system/software/hardware including model numbers, versions, etc. Please try to remove any signatures or graphics from the message in order to keep the flow of the ticket as clean as possible.
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Send the email. You will receive an automated email reply confirming your request that includes your assigned ticket number.
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Once the email is received by us, our Level I Support Desk will attempt to resolve the issue immediately. If the issue is beyond the capabilities of the Level I Support Desk, they will assign the ticket to a higher level systems engineer.
All communications will be done through the ticket. When you receive an email response to the ticket that requires your reply, simple click “Reply” and type in your message. Please DO NOT append or modify anything in the “To” or "Subject" fields as this may cause the ticket to bypass our support system and eliminate our ability to efficiently resolve your issue.
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