Welcome! This article covers the various ways to get in touch with our technical support team, and the team's normal business hours for monitoring the ticketing system and support requests.
The support request/ticketing system is monitored Monday - Friday, 9am - 6pm US Central, excluding the Holiday Schedule dates shown below. Annual 24x7 support subscribers with an active plan please call the emergency support phone hotline for assistance outside normal hours.
Purchase/Renew annual phone support
Please contact your SNS sales representative if you would like to purchase or renew annual phone support or expand your phone support coverage to the annual 24x7 emergency plan.
How to contact the support team
When creating a new case, please provide the product you're using, a detailed description of your system environment, and the issue you're having. You will receive an email notification any time your case is updated.
Open a case online (preferred) — You can submit a request (without logging in) from the dropbox form on our web site -- just click the "Submit a Request" link at the top of this page. This goes directly into our system and avoids any email delivery issues from you to us.
Email — You can create or reply to open support requests via email, though please see above for our preferred method of starting a new request! (We'll send an automated "Request received" email for new support requests, which will contain links you can use to get to the Web Portal if you want to use it to track requests and reply to us instead of using email. If you do not receive an automated reply from us within a few minutes it is possible there was a problem with email delivery; please login to our system using the "Sign in" link at the top of this page.)
Web Portal — You can sign in to our web-based support system to submit, reply to, and track your requests. Just click "Sign in" at the top of this page.
Phone — You can contact the support team by phone at the number(s) and information provided when you purchased your annual phone support plan.
2021 Holiday Schedule
January 1: Closed
January 18: Closed
February 15: Closed
May 31: Closed
July 5: Closed
September 6: Closed
October 11: Closed
November 25: Closed
November 26: Closed
December 24: 9am - 12pm
December 27: Closed
December 28: Closed
December 31: 9am - 12pm