With January 14 just one week away, here's a quick recap of what to expect and resources to help you prepare.
What's Changing
New support cases will no longer be accepted via email starting January 14, 2026. You'll still receive email updates and can reply or update your case online.
What You Can Do Now
Use the case submission portal (customers | partners) for your next support case to become familiar with the process. If you haven't registered yet, why not sign up now?
Helpful Features
- Define case severity at the time of submission, including Severity 1 Critical Production Down* cases
- Add contacts to your cases so they receive updates alongside you
- Create, monitor, and update cases directly, including access to case history and related communications
- Benefit from automated routing to skilled Support Engineers with the right product expertise
- Self-service registration for Precisely Support website access if you do not currently have access
Resources
Visit the Technical Support Customer Onboarding article or explore these topics:
Thank you for partnering with us as we continue to improve your support experience.
The Precisely Support Team
* A Severity 1 Critical Production Down case refers to a system or product outage that severely impacts business-critical operations with no available workaround. To ensure rapid resolution, customers are expected to have resources available for active troubleshooting. For customers with 24x7 support agreements, this includes being reachable at all times. If active engagement is not possible, the case may be reclassified to Severity 2.
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Lee Henty
*Precisely Software Inc.
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