Customer Support Portal

Welcome

This guide has been written to assist you in using the functionality offered in the Customer Support Portal.  We hope that you will find the portal easy to use and that assists you to maximise the potential of your Support contract.  We look forward to working with you.

Register first and login

Before you can gain access to the Support Portal you need to register then login and you can do this here.  When you register please use your work email address so we can match you up to our customer records automatically.

I need some Help with an issue or I need Advice on my product

If you need help with an issue or need advice, please raise this via the Request Help link on the sidebar of the Support Portal.

Step 1 - Summarise your request

Select the Product and Component which you are working with plus type a short description of your request.  The words that you use here will be used to provide advice on the next screen.

Click Next.

Step 2 - Read the suggested advice

The Shavlik solutions advisor displays a screen with our Suggested Solutions for you.  Please take time to read the advice, as this may provide your quickest answer.

TIP: The information displayed here is selected for you based on the information which you entered on the previous screen.  If you think you may be able to improve the search results by altering this search information click the Redefine Search link.

NOTE: The "Best Matches for your Search" section has searched through both knowledge articles and community discussions for advice for your query.  If you find help within the discussions area, please be aware that this advice has been verified by customers rather than Support.  If you find a relevant discussion but it has not yet been marked as answered, you might want to post to the thread asking whether the query was resolved.

If the Suggested Solutions did not answer your query your next options are listed under "Need more help?":

Redefine Search

By selecting this link, you are taken back to Step 1.  From here you can try selecting different categorisation choices, or entering a different summary of your query, before clicking Next to see your new Recommended Reading suggestions.

Discuss with the Community

Selection of this link will take you straight through to our community site.  The information which you provided at Step 1 will be used in order to start a new discussion post in the relevant area of community.  On the community there is great deal of knowledge available to you 24 hours a day, and so you may decide to browse and search the  Community site for further advice.  If you are new to using the Community here is a guide for you: Community Guide

Request contact from Support

This link should be selected when you want to raise your query with the Support team so that they will contact you.  Clicking this link moves you onto Step 3.

Step 3 - Provide full details of your query

The details which you entered at Step 1 are now displayed and you are asked to complete some additional information for the Support teams.

TIP: The more information that you can supply to us about your query or issue the quicker we will be able to resolve your query.

Description

Please enter all the information which you think will help us to give you the right advice first time.  For example, you might want to consider detailing what steps you have already tried yourself or describe the frequency of when the issue occurs or when it started to happen.

TIP: If you have screenshots or log files to provide these are extremely useful.  You can add attachments on the next screen after saving your request.

Severity

Select the severity which applies to your request.

NOTE: If you are unsure which option to select, you are able to see a description of what each severity is appropriate for after selecting it from the list.  There is no option to select a Critical (Priority 1) severity because these should be raised via phone support rather than on the Support Portal.

What impact does this have to your business?

Describe here what the issue means to your business, who it affects, and how it affects them.  If you are raising a query rather than an issue then we appreciate it when you let us know how quickly the information is needed by and what the reason for the deadline is.

When you have completed all the information to your satisfaction click the Submit button.

Step 4 - Request raised

The final screen confirms the details which you have supplied and displays the Case number which has been raised.  This is the number which will help us to find your request in all future correspondance.  On this screen you can also add any additional information which you may have forgotten and gives you the opportunity to attach any supporting files which would be useful to us (such as screenshots or log files).  There is also a link to allow you to view other cases which you or your company have raised with Support.

How do I view my Support requests and other requests raised by my company?

In order to view your existing support requests you can click on the View Requests link on the sidebar:

The list of requests which you have raised will be shown. 

Click on the Case number that you want to view.  From this screen you can view all details, including comments, the current status, plus you can also view any attachments.  You can also add further comments or attachments using the buttons provided.

How do I change my contact details or email address?

Click on the Edit Profile link on the side bar.

You are able to change your contact details here or alter the email address where you get Community email notifications.  If you want to alter the email address which Support use to contact you then please select the Change Email Address option from the side bar.

How do I contact support?

You can contact support by using the Request Help option under the Support Requests section of the sidebar. If you need more information about how this process works please see the section in this guide called: I need some Help with an issue or Advice on my product

If you want to contact support via phone you view the numbers here.

How do I export a list of my open and closed requests?

Please follow the advice above about how to How do I view my support requests.  When you are on the list that you require click the export to .csv button.  You can then open the .csv in the package that you require (for example Microsoft Excel).