How to submit a Support ticket

Written By Tami Sutcliffe (Super Administrator)

Updated at March 31st, 2021

 

Please note: The following instructions apply to Support requests for

  • x360Sync 
  • x360Cloud
  • x360Recover (BRC, Veeam and Axcient-supported third party BDR products)

Please contact your Account Representative with any questions regarding BRC and Fusion Support requests

1. To create a Support ticket, log in to the x360Portal. 

2. Click the Support tab.  

3. Click the "plus" box to add a new ticket.

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4. When the Submit Request screen opens, select the product you need assistance with: 

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5.  Complete the form which appears: 

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a) Enter a subject that describes the problem

 b) Enter a description of the issue

 

c) Select an issue type from the provided drop-down menu 

 

 

 

d) Select the desired  priority level 

  • Low – 48 hour response
  • Medium – 24 hour response
  • High – 4 hour response
  • Critical (down production server ONLY) – 1 hour response

e) Attach any necessary images or documentation up to 20 MBs.

f) Click Submit when you are finished.

 What happens next?

1. You will receive an email with a ticket number and a link to review the ticket status or add additional comments.  

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2.  If you click on the link to manage the ticket, you will be prompted to log in to the x360Portal:

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3. After you log in to the x360Portal, click on the Support tab to view all of your tickets. 

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CUSTOMER SUPPORT | 720-204-4500 | 800-352-0248  

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  • Please contact your Partner Success Manager or Support if you have specific technical questions.
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