Before Submitting a Support Ticket:

  • The problem may have already been addressed in an update - Make sure you are using the latest version you are entitled to (cross-reference products owned and release history)
  • Check to see if the version you are using is still supported: Support Policy
  • Check Knowledgebase for known issues and workarounds: Support Portal
  • Rebooting can resolve many issues!

 

Submitting Support Ticket:

  • Submit support ticket using one of the following methods:
    • Support Portal: Support Portal (will need to Login or Signup to submit a new ticket) 
    • Submit Support Ticket (via Help Menu in application)
  • Support tickets should be submitted by the person experiencing the issue, not a 3rd party
  • Support tickets should be limited to one issue per submittal
  • Indicate LAI#, product, version and as much detail as possible to explain the issue (e.g. error message, steps to reproduce, screen captures, etc.)
  • If the issue is file specific, attach the file in question along with the steps necessary to reproduce the issue


What Happens Next:

  • An email will be sent to you indicated your support ticket has been received along with a ticket number for reference
  • Most requests are handled within 24 hrs. Our normal working hours are: M-F, 8-5PM (GMT-07:00) Mountain Time (US)