Resources to check before 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 by searching for them in search engines. Additional articles can be found by logging in to 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 place to discuss product functionality and how-to questions, from capability and coding questions to anything in between.
Our Product Announcements can also be found within our community forums.
How to contact Precisely support
Our Contact Support page provides methods to raise a case and the option to self-register.
Important guidelines for logging a case
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 get in touch with 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 happen?
- 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? If so, what steps are required to reproduce it?
- 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
