Work with Support Cases

If you are unable to find an article with a solution to an issue, you can open a support case directly from Support Portal to contact our team for help.

Create Support Cases

This information is applicable starting May 16, 2023.

To open a new support case:

  1. In the top right corner of the Support Portal, click Sign in.
  2. Type your email address and support portal password.
  3. On the top of the page, click Submit Case.
  4. Complete the following:
    • No PII or PHI added – Select the option to confirm you are not adding any sensitive information (for example PHI/PII/PAN) to this support ticket.
    • Subject — A brief description of the request.
    • As you type your Subject information, a list of articles and links appear that our Support Portal feels may be of assistance. Click any of these links to see if your question can already be answered via our documentation or other reference materials.
    • Description — Type the complete details of your request.
    • Severity — Select a severity level for your request. Severity 1 and 2 are typically for issues associated with production environments. Please see the Verato Technical Support Guide for additional information on Severity levels.
    • Product — Select the Verato service for which the request is being submitted. Your site must have a valid Support Contract for this product in order to request support.
    • Component — Select the component or an additional service related to your request.
    • Environment — Select what type of environment you are experiencing issues with.
    • (Optional) Impact on Operations — Provide information on the impact this issue is having to your operations.
    • (Optional) Reproduction Steps — Provide information on how to reproduce the issue; this information can help Verato Support analyze your issue more quickly.
    • (Optional) Attachments — Add one or more files to your support case to help Verato Support with troubleshooting. Do not submit any sensitive data. The maximum size of a file attachment is 50Mb.
  5. Click Submit.

The case is immediately submitted and available in the Support Portal. You will also receive an email confirming that a new case was created, along with the case ID.

View Existing Cases

To view existing support cases (cases you have created, as well as cases you have been CC’d on):

  1. Sign in to the Support Portal with your Verato Support Portal credentials.
  2. In the top right corner, click your name, and then click Cases.
  3. Under My requests you see all support cases that you have submitted; under Requests I’m CC’d on you see all cases created by others from your organization for which you have been CC’d.
  4. Click the Subject of a case to open the case details and activity history.

You see all cases in these views regardless of their state, including cases that are open, waiting for your (or Verato’s) action, as well as any closed/archived cases.

Update Existing Support Cases

To update existing support cases:

  1. Sign in to the Support Portal with your Verato Support Portal credentials.
  2. In the top right corner, click your name, and then click Requests.
  3. Under My requests you see all support cases that you have submitted; under Requests I’m CC’d on you see all cases created by others from your organization for which you have been added.
  4. Click the Status dropdown menu to see cases that are Open, Awaiting Your Reply, or Solved. Tickets with Awaiting your reply status indicate that Verato has responded to you and is awaiting your response to continue the troubleshooting process.
  5. Click the Subject of a case to open details.
  6. Type an additional comment in the field provided or upload an additional file for the attention of your Verato Support Agent.

Posting a comment or a file immediately notifies your Verato Support Agent. Similarly, when your Verato Support Agent posts a comment on your case, you receive an email notification.

Alternatively, you may reply to the notification email directly, and your response is automatically appended to the support case.

Note You cannot change the details of your case after it has been submitted, but you can request that your Verato Support Agent perform a change, for example modifying the severity of the case.

Close a Support Case

Once a support case has been resolved, the support agent marks the case as Solved. When a case is marked as Solved:

  1. After approximately 24 hours, you will receive a short email survey asking you to rate the support you received for that case.
  2. After 4 days, the case moves to a Closed state and can no longer be updated. You will, however, have the option to Create a follow-up case. This option can be seen at the bottom of the closed case.

Prior to the fourth day, you may post a new comment on the case. If you do this, the case moves back to an Open state and immediately notifies your support agent.