WORLDWIDE SUPPORT & SERVICE CENTER
The support tickets is an effective and constructive way to solve issues together.
|Open||Open issues, with attention on assignment etc.|
|Pending||In progress, waiting for information, a person, action, some tec|
|Completed||Solved and Closed (if needed it can just be open again)|
If the status is Awaits any kind of new patch or version release, the ticket will be “sleeping” in the relevant category.
When there is news regarding your issue and a new patch or version, the ticket will “awake” again
Ticket status with “AWAITING REPLY” without response, will automatically be deactivated after 24-48 hours and closed after 48 hours.
This is to make the Support & Service Service Center effective and make our support and service owners able to take care of a lot more parallel tickets
When tickets are – “COMPLETED or CLOSED” – don’t worry, just use the ticket again and the ticket will automatically be “OPEN” again and be used to continue the dialog.
Thanks for your understanding
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