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Telephone Based Support
Call (858) 384-0981 for questions regarding an existing support ticket or for personal assistance in reaching the appropriate Support Engineer. Your call will be answered by a Routing Specialist, who will direct your call to a Support Engineer who specializes in the area of your problem.

Telephone support is provided weekdays, Monday through Friday;

  • for new questions: 9:00 a.m. to 8:00 p.m., Pacific time. Limited support is available between 5:00 p.m. and 8:00 p.m.
  • for questions with an existing support ticket: 9:00 a.m. to 5:00 p.m., Pacific time.

Telephone support is provided free of charge to customers currently on a maintenance agreement.  For new customers and existing customers, we do not assess charges for initial diagnosis.  The Support Engineer assigned to your case will advise you before any charges are accrued.

 

What Information is Needed Before I Call?

 A Your company name, phone number and email address as well as a description of the problem is required for all calls placed to our Support Desk.

 

How are Tracked Problems Handled?

 Tracked problems are given a priority and investigated accordingly. You will receive a response within 24 hours; sooner in most cases.

Since a Support Engineer will call you when additional information about your problem is available, you do not need to call back for an answer. However, if you can provide additional information pertinent to your problem, please call. Note that Support Engineers are available to return calls only between the hours of 9 a.m. and 5 p.m. Pacific time, Monday through Friday. Whenever you call Technical Support concerning an existing support ticket, please have your ticket number available. When the Routing Specialist answers, please provide them with your ticket number. You will be connected to the specialist who is working on your problem.

 

How Can I Report Problems During Non-Business Hours?

You can report new problems/questions to Technical Support through our online problem/question submission form or you can use our online form to add additional information to an existing problem outside of normal Technical Support hours.

 

 

 

 

 

 

 





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