If your direct relationship is with a Quintum Certified
Partner, you should contact them for the first tier of support. Once your
reseller has been contacted, Quintum will support them in supporting you.
If you do not receive satisfactory results, please contact Quintum by
sending an Email or by calling (see address and phone below), and we can
consult with you about your options. Our office hours are between the
hours of 8:30 a.m. and 5:30 p.m. (Eastern U.S. time), Monday through Friday.
See the FAQ page for the answers to some typical
support questions. |
New directions- How to open a Customer Service Case
To be directed to the Customer Portal to register for a Login, click here: http://crm.net.com
For directions as to how to open a New Support Case and how to Track & Update an Existing Support Case - *CLICK HERE
As you open a new Support Case, you should have the following information readily available:
- Please be ready to provide the Product Type and Serial Number of your NET product (Tenor, VX, PROMINA, SCREAM/BBS, NX1000, NX5010...)
- Product Serial Number is required to determine service entitlement
- Software Version
- Configuration and Log Files (for VX and Tenor)
(You will not be able to transmit those to us via the Portal, but as soon as you receive your confirmation that a new case has been opened, you can attach them to your reply.)
- Problem Description including circumstances occurring at the time the problem was experienced
- Requested Severity Level
Notes:
- Case requests will not receive Priority Response Time and Escalation consideration until all information is provided
- Priority Level will be mutually agreed, and potentially re-established, when provided information is evaluated.
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