How Can we Support?

For support inquiries, please follow those steps:

1. Submit a Ticket via Our Support Portal

• Visit our Support Portal to open a ticket.
• Select an Issue: Choose from the Ticket Catalog.
• Provide Details: Describe the issue thoroughly and include all necessary information.
• Affected Equipment: Specify all affected equipment.

For Critical Incidents:
Eligibility: Only incidents that severely disrupt your production system (e.g., operations blocked or significantly hindered) qualify as critical support tickets.

Incident request: From the Ticket Catalog select “3 – Incident request” and the suitable ticket topic. Ensure that the Type field is “Product/Service Incident”.

Priority Setting: Set the Priority field to “1 – critical.”

Contact Information: Include your call-back phone number in the ticket body.

Affected Equipment: Selection is mandatory.

Confirmation Call: Confirm your ticket by calling our support team as instructed in step 2.

2. Talk to our Support Team through our global contact numbers.

• Pre-Call Requirement: Submit a ticket before calling; you’ll need the ticket number to connect with an agent.
• Wait Time: Allow at least 15 minutes after submitting your ticket before calling. This allows our automated system (IVR) to process your ticket number.
• Have Your Ticket Ready: Be prepared to enter your support ticket number on the IVR.
• Critical Incident Confirmation: Your incident will only be confirmed as critical ticket and escalated after speaking with a human support agent.