To ensure faster response times and a more consistent support experience for all customers, new support requests will no longer be accepted via email starting January 14, 2026. This change applies only to case creation. You will continue to receive email notifications for case updates and can reply via email or update your case online.
We encourage you to become familiar with the case submission process on the Precisely Support website before the January 14, 2026, deadline. If you don’t yet have an account, this is a great time to self-register and take advantage of the available features.
Case Management Enhancements Now Available
- Define case severity at the time of submission
- Submit 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 select from these topics:
Smarter Self-Service with Generative AI
The Precisely Support website now includes a Generative AI-powered search, delivering dynamic, context-aware answers from over 25,000 product documents and articles.
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.