How to get technical support, support schedule

Welcome! This article covers the various ways to get in touch with our technical support team and the team's regular business hours for monitoring the ticketing system and support requests. Support Hours The support request/ticketing system is monitored Monday - Friday, 8 AM - 5 PM US Pacific, excluding the Holiday Schedule dates below. Please call the emergency support phone hotline for annual 24x7 support subscribers with an active plan for assistance outside regular hours. Purchase/Renew Annual Support Don't hesitate to contact your LSSNetworks sales representative if you want to purchase or renew a support plan or expand your phone support coverage to a 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 your issue. You will receive an email notification any time your case is updated.  Open a case online (preferred) — You can submit a request from our website - click the "Support" link on our Main Page. This goes directly into our system and avoids email delivery issues from you. 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 log in to our system using the "Sign in" button at the top of this page.) We provide complete archives and a history of all your support requests for you to look over. A valid email address is required. Also, you can always submit a new ticket by emailing the email address we gave you without having to CC other email addresses. The request will automatically go into the queue. If you don't have an account on the portal yet, please sign up now! If you have any questions, feel free to leave your comment here. Web Portal — 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 at the number(s) and information provided when you purchased your annual phone support plan.  2024 Holiday Schedule: January 1: Closed January 17: Closed May 30: Closed July 4: Closed September 4: Closed November 29: Closed December 24: Closed December 25: Closed December 31: Closed