Provide the following details with any email support request to help us streamline your service.

Summary:

Give us a brief summary of your issue.

Account information:

Include your company name and report suite in your email.

Steps to reproduce the issue:

Provide instructions with as much detail as possible, including any URLs needed to duplicate the issue and what your expected experience should be.

Please be specific enough that someone unfamiliar with the workflow could easily reproduce the problem.

Support priority:

Identify your issue priority from the list below and include it in your email:

  • P1 Mission Critical: Interferes with core business function or potential loss of mission critical data.
  • P2 Urgent: Interferes with non-core activities that do not affect the entire company.
  • P3 Important: Interferes with normal work; tasks are more difficult, but not impossible to complete.
  • P4 Minor: Interferes with recreational or non-business related use.

Response times for each type are as follows:

  • P1 Mission Critical: 30 minutes
  • P2 Urgent: one hour
  • P3 Important: four hours
  • P4 Minor: one business day

Business impact:

Tell us how this issue is impacting your business. Examples of business impact we’d like to know could be:

  • the issue is causing revenue loss
  • work production is slowed, but a workaround was found
  • the product is rendered unusable

Your expectations:

We’d like to know what you expect to happen in order to resolve your issue.

Additional information:

Include any additional information that you think will help us to solve the problem.

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