Information on how to get support.



TABLE OF CONTENTS


Submitting a Support Ticket

Keeping Up To Date


Submitting a Support Ticket


If you cannot find answers to your questions in the documentation provided in the AcceλerateTM for Microsoft 365 Knowledge Base, you can reach out to us by submitting a Support Ticket via your Support Desk portal. 

  • Click on the New Support Ticket link at the top of your screen.

  • Complete all required fields in the support ticket

    • Subject:  Provide a brief description of the issue you are having.

    • Topic:  Choose one of the topics from the dropdown menu:

      • Bug Fix

      • Performance Issue

      • License Keys

      • Feature Requests/Feedback

      • Other Inquiries

    • Operating System:  Choose the operating system on which your computer is running.  Be sure to complete all fields in this section.

    • Product:  Be sure to choose “Acceλerate  for Microsoft 365”

    • Description of Issue:  Provide a detailed description of what you are trying to do and the issue you are experiencing. If possible, attach a file with screen shots depicting your issue and a copy of the console log.

    • Precise Steps to Reproduce the Issue:  Provide detailed steps you took that led to the issue/results you are experiencing. 


You will be able to monitor the status of your Support Ticket via the Support Desk.  For more information regarding using the features of the Support Desk, please refer to the Support Desk Manual.


Keeping Up To Date

Keeping your software up to date is important, as updates typically include bug fixes and other enhancements.  Having the most current version of the software will allow us to assist you most efficiently when needed.


When an update is available, you will receive an email notice to the email on file.  You will be required to go to the Downloads section in your Customer Portal to access the updated file, download it and follow the instructions to install the update.  You will also find information related to the latest updates in the Support Desk under “Recent Notices” in the General section of the Support Desk.  These notices will provide more detail as to what the updates entail.


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