Before Making your Request

In order to understand and resolve your support requests quickly and accurately it is important that you take the following steps before you contact the support center. 

Define the Problem

Being able to articulate the problem and symptoms before contacting support will expedite the problem solving process. It is important that you be as specific as possible in explaining a problem or question to our support engineers. It is also beneficial to explain the steps you used to reproduce the problem.

Gather Background Information

To efficiently solve a problem, the support engineer needs to have all the relevant information about the problem. Being able to answer the following questions will help us in our efforts in resolving your issue:

1. What software are you running, please include the version numbers?
2. What steps led to the failure?
3. Can the problem be recreated?
4. Have any changes been made to the system that may have triggered the issue?
5. If any diagnostic or error messages were displayed, what did they say?  Be specific, these error codes could speed up the resolution.
6. Define the severity levels (see Severity Level Definitions for details)

Requesting Technical Support

Once you have gathered all of the preliminary information, There are two mechanisms that can be used for requesting technical support.  They are Web based and Toll free support line.