Getting Started with Support
A-S-K: Getting Your Questions Answered Quickly & Correctly
Welcome aboard! This brief overview of our support offerings will help you find answers to your questions quickly. The A-S-K model was developed based on customer experience and industry best practices. Please review the article, identify your support plan & get started. We look forward to working with you!
Arrange your team for case management
This one time step will help your team bypass obstacles down the road. Take time to set your team up for success by:
- Identifying your support plan to set expectations
- Reviewing the digital resources available to you
- Identify who & how you want your team to contribute.
- If working with Partners, outline how you’d like to work with them on issue resolution⎼from finding the error to reporting to documenting the fix.
How to Find Your Support Plan
Over 32,000 customers use our self-service community to search and ask for answers. Our search engine crawls our documentation, learning center, and community sites - giving you one place to find the information need. On our community itself, we have over 15,000 answers and each product has a support forum staffed by subject matter experts. The average response time to a question is less than one day!
If you don't find your answer in our community, we recommend your team open a case with our Technical Support Team.
How to Open a Case
Keep track of outcomes
Our Global Support Team is comprised of 65 technical professionals around the globe. They partner closely with our Engineering Team to resolve questions and offer advice. Watch the overview video for details on what to expect from the team after you open a case.
What to Expect When You Open a Case
Arrange Your Team
Keep Track of Outcomes