FAQ: Support for DTS Software Customers 

For all your support needs, visit support.precisely.com. 

Current contact information for your region can be found on the Precisely Support home page. 

The Precisely Knowledge Communities provide online forums and product announcements for all Precisely products. 

The Customer and Partner Communities are where you go to submit and manage support tickets, and access various other support-related offerings.

Yes, we’re moving online. To contact Precisely Support, please use our Contact page. You can also use our Login / Sign Up page to access the Precisely.com web apps, Online Case Management, Partner Community (partners only), Precisely Ideas, and Knowledge Communities. 

Please discontinue use of this Support email address: 

• [email protected] 

You can access online case management (Customer Community) via support.precisely.com. Your access to the Customer Community will be activated in September, and you’ll receive a welcome email once your Precisely user account is ready. 

View and update your cases from the Customer Community, under My Support Cases.  

Before creating your next case, please review the Case Creation Guidelines for an overview of resources, and a guide on the information required to create a case. 

To create a new case from the Customer Community, navigate to Create a Case.  

No, old support cases will not be accessible. However, all new cases created after the September migration will be visible online. 

Yes. Please review the knowledge article: Add users to Cases via Case Teams. 

Yes. All cases will be given a case number in the format of PRE-XXXXXXXX. 

If you have a valid maintenance agreement, please follow this Knowledge Base article on how to register for online access. 

Additionally, please explore our guide, How to Access and Use the Precisely Customer Community, to familiarize yourself with the functionality and features of the Customer Community.  

The latest Knowledge Base articles can be found using any search engine or at support.precisely.com.  

No. You’ll receive a welcome email when your new Customer Community credentials have been created. These will become your Precisely user account. 

You’ll continue to use the same email address to log in but will need to change your password. Here’s what you need to know:  

• You’ll receive an email to complete your registration  

• Once your password is reset, use your Precisely user account to sign in to the new Case Management experience, along with Precisely Ideas and Knowledge Communities. 

If you previously chose a user ID for the DTS support site, you will now use your email address to log in. 

Your Precisely user account is the email address you use to access the Precisely.com web apps, Online Case Management, Partner Community (partners only), Precisely Ideas, and Knowledge Communities. 

We love to hear your thoughts and feedback. To submit your innovative ideas around existing and future product offerings, visit the Precisely Ideas Community (ideas.precisely.com).  

We’re happy to provide this open, collaborative space for you to share ideas freely. 

You can submit new ideas or comment on existing ideas, with transparency to all participants. You also have the unique opportunity to contribute to an idea’s overall popularity by promoting the idea. Our Product Management team reviews popular ideas and evaluates their potential for inclusion in our development plans. 
 
The Precisely Ideas Community can also be found at support.precisely.com. More information can be found in this Knowledge Base article. 

Product documentation and release notes can be found within the Support Website under the Product Help tile. 

You can also go to the Find Support by Product tile, within the Customer or Partner Community. 

Information on new product releases will be made available within the Knowledge Communities (online forums) via support.precisely.com. Here’s what you should know to get started: 

• Log in using your Precisely user account  

• Subscribe to announcements for each product you’re interested in. 

• Each time a new release becomes available, you’ll receive a notification. 

Please review this Knowledge Base article for information about subscribing to product announcements. 

Yes, it can be found in this Knowledge Base article. 

Severity 1 issues should always be reported by phone to ensure you can speak with a Support Representative who can assist you.  

Current contact information for your region can be found at support.precisely.com. 

Please reference the Software Maintenance Handbook to determine if your situation is classified as Critical Severity 1.  

The Knowledge Communities (online forums) can be found at support.precisely.com, where you can log in using your Precisely user account.