Submit a Support Request
Comma-separated list of CC emails (optional)
Description (minimum number of characters is 20)
Connect License ID
Where is my License ID?
Management Console version
How to find Management Console version?
Issue Impact (5 - highest)
0 - Providing Additional Logs
1 - General questions
2 - Configuration
3 - Important
4 - Urgent
5 - Critical
My production system is down with no workaround available to me. I know this urgent ticket will page support personal (if submitted after business hours) and I am, or have staff, available to work with support on this issue for the next few hours.
Attachments (logs, screenshots, etc..)
Issue impacts description
Providing Additional Logs
Logs submissions for an existing ticket
For debug purposes
Request for additional information about the product and product capabilities, navigation, installation and configurations and suggestions for feature requests. No technical issues please since those will go to a separate queue
No customer business impact.
Something related to the product is not working which likely is related to configuration of the environment or the product itself.
Minor loss of application functionality due to product or environment configuration, product feature requests, how-to questions. The issue consists of "how-to" questions including issues related to one or multiple features and integration, installation and configuration inquiries, etc.
There's an issue with the product which does not affect business or have little effect.
Includes intermittent issues and reduced quality of service. A workaround may be available. Does not include development issues or problems in staging environments.
There is an issue with the product which affects business, but there is a known workaround to keep things going.
Some endpoints not syncing vital data. Agent stability issues on some endpoints, Management Console Policy deployment failures.
The issue severely affects business. The specific functionality is mission-critical to the business and the situation is considered an emergency.
Only available for production applications. Represents a complete loss of service or a significant feature that is completely unavailable, and no workaround exists. Does not include development issues or problems in staging environments.