Get support

Official channel pending definition: this version of the manual does not have a confirmed public support channel. Only use the channel indicated in your organization's contract or communicated by an authorized representative.

Do not use contacts found in unconfirmed messages. If you do not know which channel to use, consult the authorized person in charge or the contractual contact of your organization before sending any information.

What you will do

You will gather non-sensitive information about the problem and forward it through the confirmed customer service channel to your organization.

Who can do this

Any user can prepare the screening information. The authorized person responsible for the organization confirms which channel should be used and who can follow up on the request.

Before you start

• First consult the self-help guidance related to the problem.
• Confirm the affected organization, module and task.
• Identify the channel reported in the contract or by an authorized responsible person.
• Do not send passwords, authentication codes, invitations, personal data, sensitive evidence or complete content of reports.

Menu path

In the manual, select Help and reference → Get support. The current interface does not have a public support option confirmed in this manual.

Steps

1. Follow the self-service page corresponding to the problem and only note the checks performed.
2. Inform the name of the organization and the affected module.
3. Describe the task you tried to perform and the expected result.
4. Record the approximate date and time, including your time zone.
5. Copy the visible message, removing names, personal addresses, identifiers and any sensitive information.
6. Report whether the problem blocks the entire task or allows you to continue partially.
7. Forward this information only through the channel provided for in the contract or indicated by an authorized responsible person.
8. If no channel is confirmed, stop sending and ask for guidance from the contractual contact or the authorized person responsible for the organization.

Expected result

The responsible person receives enough context to start the screening without exposing sensitive information and through the channel recognized by the organization.

The official channel remains registered as pending in this documentation. No service or response deadline is defined by this page.

Common problems

Related tasks

• Solve access problems
• Solve problems with invitations
• Solve problems with reports
• Product glossary