Incident Workflow

Our experienced support staff commits to this workflow when responding to your support requests.

You create an incident online, via e-mail, or by phone. To speed up recording and resolution of incidents, have the following information available: e-mail address, computer and software details, screen captures, or workflow steps to recreate the incident.

We use your contact information to route the incident to your local support center, where support staff manages the incident by

• escalating the incident to experts in our global network using the Customer Care Center (CCC), if needed
• escalating to an engineering center for analysis, if it is a bug or software modification request
• sending you an e-mail regarding status changes to your incident, and updating the status of your request in the CCC
• sharing the answer and any additional information with you upon incident resolution.