support

[Kazz]

Hi,

How do we get a hold of support from dark sites? When calling in the only option we get is to enter a case number and if not entered the call gets disconnected.

Thanks

[Gostev]

Hi, I assume our Customer Support has a process in place for dark sites however with R&D being a separate organization from them we have no knowledge of current Support processes. I suggest you reach out to our Support Management team directly using the Talk to a Manager functionality of the Customer Portal. Thanks

[Kazz]

got it, so create a bunch of cases ahead of time as place holders and call in to support with any of the case numbers when we run in to an issue ?

[Gostev]

Apologies, I deleted David's response as it's not correct. David tends to share suggestions based on his past experiences from the times he worked in Support. They don't necessarily apply today. You should discuss the current procedure directly with our Support Management. I think it's also a good idea for you to request that they create an official Support KB article detailing the process of opening a support case from dark sites, as it sounds like something a significant number of customers will need to use sooner or later.