Do you have an active Customer Support agreement and are you in need of technical assistance for your ZyLAB product? Simply log on to our online support portal and submit your support case. In case you do not have access, you can contact ZyLAB Customer Support via email or telephone.
What is a support case?
All questions or requests for technical assistance will be opened as a support case in the ZyLAB support system. A case typically contains only one question or request and will be assigned a case number.
Why a support case?
ZyLAB Customer Support will start to work on a customer question or request after the support case is created, this to ensure a record is being created. This allows both ZyLAB Customer Support and our customers to easily track and prioritize incoming requests. All your support cases are, once archived, available for future reference.
ZyLAB Customer Support receives your support case, what next?
Once ZyLAB Customer Support has received your support case, we will review whether the required information is present and ensure the correct priority is set for the support case. The support case will be assigned to one of our Technical Support Engineers who will start the analysis. On a regular basis, we will update you about the progress and request for additional information where required.
Closing a support case
ZyLAB Customer Support will close your support case when both you and ZyLAB Customer Support agree an issue is resolved or when a feature request or low priority bug is reported in our systems.
Professional Services assistance
If a case is opened for a request to change the implementation, to modify data, to request product specific training or if the assistance of a ZyLAB specialist onsite is desired, ZyLAB Customer Support will inform you that this service will be requested through our Professional Services organization. The Technical Support Engineer will ensure that contact between the customer and Professional Services is established.
Speak with the Technical Support Engineer about your support case?
In case you wish to speak with the Technical Support Engineer about your support case, contact ZyLAB Customer Support via telephone and refer to the case number that is created for your request.
Do you have an active Customer Support agreement and are you in need of technical assistance for your ZyLAB product? Simply log on to our online support portal and submit your support case. In case you do not have access, you can contact ZyLAB Customer Support via email or telephone.
What is a support case?
All questions or requests for technical assistance will be opened as a support case in the ZyLAB support system. A case typically contains only one question or request and will be assigned a case number.
Why a support case?
ZyLAB Customer Support will start to work on a customer question or request after the support case is created, this to ensure a record is being created. This allows both ZyLAB Customer Support and our customers to easily track and prioritize incoming requests. All your support cases are, once archived, available for future reference.
ZyLAB Customer Support receives your support case, what next?
Once ZyLAB Customer Support has received your support case, we will review whether the required information is present and ensure the correct priority is set for the support case. The support case will be assigned to one of our Technical Support Engineers who will start the analysis. On a regular basis, we will update you about the progress and request for additional information where required.
Closing a support case
ZyLAB Customer Support will close your support case when both you and ZyLAB Customer Support agree an issue is resolved or when a feature request or low priority bug is reported in our systems.
Professional Services assistance
If a case is opened for a request to change the implementation, to modify data, to request product specific training or if the assistance of a ZyLAB specialist onsite is desired, ZyLAB Customer Support will inform you that this service will be requested through our Professional Services organization. The Technical Support Engineer will ensure that contact between the customer and Professional Services is established.
Speak with the Technical Support Engineer about your support case?
In case you wish to speak with the Technical Support Engineer about your support case, contact ZyLAB Customer Support via telephone and refer to the case number that is created for your request.