Using SupportOnline to Request Web Case Research Assistance
byegreen01-08-201007:54 AM - edited 01-08-201009:31 AM
Using SupportOnline to submit a Web Case can be a quick and efficient way to elicit research assistance.Web Case offers each customer an opportunity to submit issues that do not require immediate assistance and is available 24 hours a day, 7 days a week.While technical responses to Web Case submissions are provided during normal business hours (6:00 am – 5:00 pm MST, Monday - Friday), submitting a Web Case during non-business hours can be a practical method in which to submit a detailed issue in advance of a support call that you may be planning to pursue.In doing this, not only is the issue clearly outlined for the support analyst to review, much of the detailed information, such as, error messages or steps to reproduce the problem, are provided and can promote swift resolution of the issue.
In addition to submitting a detailed account of the issue, file attachments, such as log files or screen paints, can be provided for a more detailed problem explanation and analysis.
Generally, Web Cases are responded to by our support team within 2 hours, allowing you, the customer, to continue your daily activities while research activity is performed by Support Analysts.