A case should be marked Urgent only under the following circumstances:
A case should be marked High if it meets any of these criteria:
A case should be marked Medium if it meets any of these criteria:
A case should be marked Low if it meets any of these criteria:
When you go to the Customer Portal for the first time from the link in the Welcome email, you will set your password. Your user name is your email address.
You will now be able to enter a case.
When opening a case, fill out all the appropriate fields and click the Create button. At this point, your case has been opened and you will receive an email confirming this.
You will be able to view the information you entered and you can add comments or attachments to the case from this screen. You will receive an email whenever the product support specialist comments on the issue. You can reply to the email and the reply will automatically be added as a comment to the issue.
In the upper right hand corner, you will see My requests. Select this to view your requests - you can choose to view all, open, or closed requests. There is also a search feature that allows you to find a request based on the case information.
Select the drop down next to My requests to view your profile. From this screen, you can update your profile name, avatar, time zone, and reset your password.
If you have any questions, feel free to contact us.