As a follow-up to our November 10 post, please note that beginning January 14, 2026, new support cases can no longer be submitted via email. This change affects case creation only. You will still receive email updates and can reply or update your case online.
We invite you to start using the case submission portal (customers | partners) with your next support case to become familiar with the process ahead of the January 14 deadline. If you don't yet have an account, now's a great time to self-register and explore the available features.
Case Management Enhancements Now Available
- 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
Helpful Resources
For guidance on accessing and using the Precisely Support website, review the Technical Support Customer Onboarding article or explore topics like
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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