Welcome to Graphical Networks' Support Tools.
Customer Portal:
Customers on active maintenance are issued a username and password to gain access to Graphical Networks Customer Support portal through our main website. The special customer section of the website includes:
- A built-in support ticketing portal
- A feature request form
- A bug reporting form
- A report request form (up to 12 new custom reports can be requested per maintenance cycle)
- A customer specific licensing summary page (with license keys, maintenance expiration date and licensing details)
- A Special technical documentation section
- Access to white papers and marketing material
- Access to the download page with patches and new releases
Opening Tickets:
Once you have received the username and password to access the customer portal you are enabled to open support ticktes. To open a ticket, please go to the 'Manage Ticket' menu and create a new ticket utilizing the available form. Tickets should be opened for any operational issues with the software, such as problems logging in, problems with data manipulation or visualization. As a general rule of thumb, tickets should be opened for any issues except feature requests.
An operator will respond to the ticket within a 24 hour timeframe. Resolution will depend on the severity and complexity of the issue. When communicating with the operator, please utilize the communications channels available for the particular ticket (on the list of tickets click on the magnifying glass to view a particular ticket, where you will be able to communicate back and forth with the assigned operator).
Please use the ticket number as a reference for all your communications
Bug Reports:
If the problem or issue is suspected to be a bug, please also submit a bug report, available from the bug report form. When creating a bug report, refer to the bug severity level menu.
Phone Support Hours:
Local support hours, through Graphical Networks, are available from 8:30AM to 5:30PM EST, Monday to Friday (excluding Federal Holidays). Graphical Networks will respond within one working day to email or phone call requests.
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Support
