How do I submit a support request?
- Go to our Online Support System
- Complete your contact information
- Complete a detailed description of the support request
What happens after I submit a support ticket?
After submitting your support request, you will receive an email confirmation with your topic/request and Ticket No. #XXXXX in the subject line. It notifies you that your request has been received and a case has been opened for you. It will also give you a link to view the status of your open case.
Once received, a support ticket is reviewed by a support team member and responded to. Depending on the nature of your query, it may also need to be escalated internally.
How is my ticket handled?
Your ticket will start in the hands of our Client Advocates. If needed, depending on the issue, it will be escalated to the Support Team Lead, Technical Team or to the Support Manager.
How do I check the status of my support ticket?
After opening your support ticket via the online portal or by sending an email to firstname.lastname@example.org, you will receive a confirmation email. Via that email, you can find and track your ticket. The email thread will show you all of the responses provided by the Support Team Member.
Which level of support do I have?
We’re proud to offer the same top-level support to all CenterEdge clients, regardless of license or facility size.