New Tickets sent from the online Support Portals are immediately added to the support queue.  These will be addressed by the first available technician.


This support is available 8:30am - 5:00pm EST, M-F (Except holidays and a few weather-related exceptions).

The support queue is also periodically checked during off-time as well.


Note: See Holiday Schedule for exceptions. 



Summary of How To Submit A New Ticket:


Website and Tablet App:



  1. Select the "New Support Ticket" option  
  2. Complete the "Brief Description*" field
  3. Complete the "Detailed Description" field
  4. If applicable "Attach a file"
  5. Select a "Product Type*"
  6. Complete the "Device Details" field
  7. Complete the "Requester's Email Address*" (and Name) fields
  8. Answer the "Captcha*" question
  9. Submit


Those fields marked with an * are required.



Phone App:


  1. Select the "+" option
  2. Complete the "Brief Description*" field
  3. Complete the "Detailed Description" field
  4. If applicable "Attach a file"
  5. Select a "Product Type*"
  6. Complete the "Device Details" field
  7. Complete the "Requester's Email Address*" (and Name) fields
  8. Answer the "Captcha*" question
  9. Submit


Those fields marked with an * are required.



NOTE:

If you are having some trouble with the "Attach A File" section on your mobile device the App may need to have "permission" to access your device "Storage".  If it does not have permission, the file-navigation and selection window will not appear and it will seem like nothing is happening when you tap or click on the "+Attach file" option.


  • For Android Devices: "Settings > Applications > Application Manager > AppName > Permissions > Storage" must be "ON".



Tickets submitted through the Support Portals include information fields that greatly accelerate the ability to resolve issues quickly.