This article describes the process for opening an INSIGHT Support case.
OPTIONAL: Prior to opening a new INSIGHT Support case, you can create an INSIGHT Support account and sign into the INSIGHT Support portal using this link: https://support.insightdlp.com/hc/en-us/articles/360019396513-How-to-create-an-Infolock-INSIGHT-Support-account
NOTE:
NOT SIGNED IN USERS: can open cases, but can not review cases or download case files, as this requires INSIGHT Support portal access.
SIGNED IN USERS: can open cases, view and manage cases via the INSIGHT Support portal access.
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New Case Creation
- Customer opens case via:
A. INSIGHT SUPPORT PORTAL - logs in to Support Portal: https://support.insightdlp.com
- Click "Submit a request"
- Complete the form making sure to include all required fields:
B. Direct Email
- Email to support@infolock.com or support@insightdlp.com
C. Direct Phone Call
- Via phone call to 1-844-697-5571
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Case Priority/Severity |
RESPONSE TARGETS FOLLOWING ACKNOWLEDGEMENT |
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High / Severity Level 1 (Must call in) Means a Problem has occurred where no Workaround is immediately available in one of the following situations: (i) your production server or other mission critical system is down or has had a substantial loss of service; or (ii) a substantial portion of your mission critical data is at a significant risk of loss or corruption. |
within 60 minutes |
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Normal / Severity Level 2 a. A Problem has occurred where a major functionality is severely impaired. Your operations can continue in a restricted fashion, although long-term productivity might be adversely affected.
b. A Problem has occurred with a limited adverse effect on your business operations.
c. Problem where your business operations have not been adversely affected A suggestion for new features or an enhancement regarding the Software |
within 12 hours |
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