Looking for information about TrueContext features and functionality? Visit our Product Documentation Portal.
How To Contact Technical Support
About
The following explains the different methods to contact TrueContext Technical Support along with what information to supply so that our Support specialists can effectively diagnose the issue. Reference the Technical Support Handbook for hours of operation (see section "Support Center hours").
Portal
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Navigate to the Support Portal and log in with your TrueContext username and password
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Once logged in, select Submit a Request and supply the following:
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Subject(Summary):
- Provide a short description of the problem (e.g. the issue followed by an error message)
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Description (Body):
- Reference the Technical Support Handbook for information on what to include when submitting a request (see section "Define the problem and gather background information")
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Priority:
- Reference the Technical Support Handbook for severity level definitions (see section "Determine the severity level")
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Attachment(s):
- Upload log files, screenshots or any other relevant files
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Select Submit
Send emails to support@truecontext.com (TrueContext).
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Subject(Summary and Priority):
- Provide a short description of the problem (e.g. the issue followed by an error message)
- Optionally include the severity level as the first word in the email subject (e.g. HIGH). Reference the Technical Support Handbook for severity level definitions (see section "Determine the severity level").
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Description(Body):
- Reference the Technical Support Handbook for information on what to include when submitting a request (see section "Define the problem and gather background information")
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Attachment(s):
- Include log files, screenshots or any other relevant files
Phone
If creating a ticket via the Support Portal or email is not an option, please call Truecontext at +1-888-762-7472. Reference the Technical Support Handbook for hours of operation (see section "Support Center hours").
Live Chat
During regular business hours, you can speak with a Support specialist by selecting Help > Get in Touch > Live Chat on the bottom right of your screen in the Help Center:
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