When should I contact support?
Technical difficulties such as:
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Performance Issues: e.g. when the system is running slow, is unresponsive or if pages are not loading.
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Unexpected behaviour
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Bugs
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Error reports
For any other questions related to your subscription plan, the setup of your platform, system functionalities, or if you need any advise; feel welcome to directly reach out to your dedicated Customer Success Manager.
Who can contact support?
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Administrators: Only Administrators can contact Support directly via SpeakUp.
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Non-administrator Users: Non-administrators users should contact their Administrator, who can then reach out to Support, if needed.
- Click the life buoy icon “Support” on the top right of your screen:
- Answers to your questions related to the system can also be found in our Knowledge base. If you haven’t found the answer, click on “Need to raise a request? Contact us” to create a ticket
- Select the type of Support you require:
- SpeakUp: Please provide detailed information.
To help our Support team along and speed up the process, provide as much information as possible:
Clear description of the issue
Steps taken
Screenshots
For performance issues; ideally provide network recording logs: How do I open the developer tools in my browser?Standard troubleshooting steps:
Clear cookies and cache from your browser: How to clear cookies and cache from my browser?
Sometimes it’s required to perform a hard refresh on your browser after new releases:
Try from a different browser or device. - Translations: Specify translation issues and include relevant details.
After sending your enquiry to Support, the system automatically creates a ticket. Our Support team strives to have a response ready within 1 business day. You will receive a notification by email as soon as you receive a reply. You can either reply to that email, or follow the communication process in the Support portal.