Resources to check prior to contacting Precisely Support
Knowledge Base
The Precisely Knowledge base has more than 20,000 articles. The articles cover troubleshooting and how-to topics across the Precisely product portfolio. These articles are created and maintained by our Support Engineers.
The Knowledge base is regularly updated and refined to ensure you have access to the latest information.
Our public articles can be found by searching our support site or via search engines. Additional articles can be found by logging into the Customer Community or Partner Community.
Knowledge Communities
Find answers, ask questions, and connect with our community of Precisely users, developers, partners, product teams, and support professionals from around the world.
Our community forums are the ideal location to discuss product functionality and how-to questions, ranging from capability questions to coding questions and anything in between.
Our Product Announcements can also be found within our community forums.
How to contact Precisely support
There are three methods for logging a new technical support case for your product:
- Navigate to Precisely Support and sign in. For self-registration option(s), please visit Register Your Community User Account
- Call a Precisely Support Engineer at the global contact telephone numbers as listed on support.precisely.com
Important guidelines for logging a case
You must report any issues that are considered to be Severity 1 - Critical Production Down, as per the service level agreement, directly to Precisely by logging into the Customer Community, Partner Community, or by telephone.
Telephone support is available regionally at the times and contact numbers listed on support.precisely.com.
Depending on the criticality of your case and the Software Maintenance levels you’ve purchased, Precisely Support will address your case either during regional business hours as listed online or on a 24/7 basis, subject to the terms of your Precisely Maintenance & Subscription agreement.
If you have a problem with your account, invoices, or orders, please contact us through the same channels described above.
Regardless of the method you use to set up a new case, the following specific details are always required:
- Your full contact details, including:
- Account/Account Number (if known)
- Contact name
- Phone number
- Email address
- If you are a Partner, then we need to know the end customer you are raising the issue on behalf of
- The Precisely software product name and the installed version
- License number, serial number, contract number, if applicable
- System configuration, including
- Platform, OS version/patches/service packs, database, and application server instances/versions/service packs
- Full problem description, including: -
- What are the symptoms?
- In what context does the problem occur?
- What was expected to happen Vs the observed behavior?
- Did the problem occur once or often?
- Is the problem erratic or consistent?
- Can the problem be duplicated and, if so, what steps are required to reproduce?
- What are the exact error message(s)?
- Screenshots and logs are always very helpful, if available
- Problem severity as defined by the Service level objective response times mentioned on page 6 of the Software Maintenance Handbook
- The business impact that this issue is causing for your company
