Raising a Support Ticket

Customers who have purchased a Support Knowledge Pack (KP) are entitled to raise tickets in the SoftwareIDM ITSM platform (support.softwareidm.com).

Support customers with a current Support KP must have their email domains registered with SoftwareIDM as part of the onboarding process performed by the SoftwareIDM Operational Services (SOS) Team.

Raising a Ticket with SoftwareIDM SOS

1. Browse to support.softwareidm.com
2. Select Submit a Ticket from the top menu bar
   
3. Select Default Ticket Form from the available forms
   
4. Complete the form details (see Important notes) and click Submit
   
5. On successful form submission, an email will be sent to your specified mailbox.  This includes links to subsequently follow-up on the ticket raised, or any other open tickets you may have with us.
6. You can also click the Sign In button from the top menu bar to track the resolution of your tickets at any time.

Important notes

1. 1. You must log a ticket specifying an email address from your SOS-registered company to be eligible for the applicable SOS SLAs
   2. You should take care to choose a Subject that succinctly describes your issue and can be easily located afterwards
   3. Provide as much detail in the Description as you can to provide to assist our consultants with the necessary context to your problem - if unsure, then the following Customer Support Checklist is provided (also for when you need to book some time with us after raising a ticket).
   4. Select the required Type
      1. Incident - adverse business impact (under SLA if in production only)
      2. Problem - operational issue requires further investigation
      3. Task - action to be undertaken by SIDM
      4. Question - request for explanation from SIDM.
   5. Select an appropriate Priority, noting that the selection (together with the Type) determines the applicable SLA applied
      1. Urgent - this severity should only be used for incidents causing a widespread business impact in production
      2. High - this severity should be used for less widespread incidents affecting business operations in production
      3. Normal - impacting but non-urgent (e.g. a workaround may be in place)
      4. Low - non-impacting, response required only at next available opportunity
   6. Based in the selected type, the following additional fields may be required
      1. Current installed Version of the software (Incident and Problem only)
      2. Platform hosting the software (Incident and Problem only)
      3. Environment(s) applicable (Incident and Problem only)
      4. Task due date (Task only)