Technical Support Customer Onboarding

This article describes Technical Support Processes.

Watch the onboarding session video to learn about our processes.

Customer / Partner Online Access

Customers / Partners have access to

• Support Website - You can use this link to get all the information related to the Precisely products.
• Customer Community - Customers can raise, manage, and update cases online and view knowledge articles. 
• Partner Community - Partners can raise, manage, and update cases online and view knowledge articles
• Ideas Community - You can use to raise Product Enhancement requests
• Precisely Knowledge Communities - You can use this link as discussion Forums and Product Announcements.
• Precisely Data Experience - You can use this link for product downloads.
• Precisely Education via Precisely U
• Precisely U - You can use this link for product training.
• Get in Touch - You can use this link to obtain contact information for Support.
• Precisely Status Page - You can use this link to access the status of your hosted environments.
• Enterworks Status Page - EnterWorks customers can use this link to access the status of their hosted environments.          

Knowledge Articles
Knowledge articles are available online for Customers / Partners

• Support Website & Public Customer Community - You can use these links for public Knowledge articles (which can also be found by using search engines)
• Customer Community - Customers can use this link for public Knowledge articles along with additional authenticated Customer Knowledge articles (requires you to login)
• Partner Community - Partners can use this link for public Knowledge articles along with additional authenticated Partner Knowledge articles. (requires you to login)

Product Documentation

• Precisely Help - You can use this link for Product Documentation as well as links to Knowledge Articles, Forums, Announcements, Ideas, Downloads & Licenses
• Online Technical Documentation - Help Center with online Product Documentation.

Software Maintenance Handbook

• Software Maintenance Handbook - You can use this link for the Software Maintenance Handbooks. It describes detailed information on the many support options and the product release support policy.

Useful KB articles

• How to Access and Use the Precisely Customer Community  
• What guidelines should I follow to raise a case via Precisely Support
• Product Community and Announcement Registration
• Raising a software or data enhancement request
• The Precisely Data Experience (PDX) User Guide 
• How to open a severity 1 case 
• Uploading files to an FTP account in Precisely (Customer version - Requires you to login to view this article)
• Uploading files to an FTP account in Precisely (Partner version - Requires you to login to view this article)
• SSO configuration with Precisely applications.  
• Precisely Product Support Lifecycle Information 

Case severities and their descriptions

 

Case Investigation Process