FAQ: Support for Legacy Syncsort Clients
For all your support needs, visit support.precisely.com.
Current contact information for your region can be found on the Precisely Support home page.
Yes, we are moving to one email address for the Precisely Support Organization: firstname.lastname@example.org.
Please discontinue the use of our old Technical Support email addresses:
Please discontinue the use of our old Technical Support email addresses by:
- Sydney: 11:00 April 2, 2021
- CET: 02:00 April 2, 2021
- UK: 01:00 April 2, 2021
- US EDT: 20:00 April 1, 2021
- US PDT: 17:00 April 1, 2021
Our new email address email@example.com will be available at:
- Sydney: 08:00 April 6, 2021
- CET: 00:00 April 6, 2021
- UK: 23:00 April 5, 2021
- US EDT: 18:00 April 5, 2021
- US PDT: 15:00 April 5, 2021
During our migration, between the times noted below, Support can only be contacted via phone. Contact information for your region can be found on the Precisely Support home page (support.precisely.com).
- Sydney: 11:00 April 2, 2021 – 08:00 April 6, 2021
- CET: 02:00 April 2, 2021 – 00:00 April 6, 2021
- UK: 01:00 April 2, 2021 – 23:00 April 5, 2021
- US EDT: 20:00 April 1, 2021 – 18:00 April 5, 2021
- US PDT: 17:00 April 1, 2021 – 15:00 April 5, 2021
You can access Online Case Management (Customer Community) via support.precisely.com. If you currently have access to the MySupport, Williams Data Systems, or Cogito support websites, then your access to the Precisely Customer Community will become valid beginning 18:00 April 5th, 2021 EDT.
Yes, migrated cases will be given a new case number in the format of PRE-XXXXXXXX.
When our migration is complete, a member of the Precisely Support Team will respond to any open cases and provide you with your new case number. The new Precisely case number will not match your Syncsort case number, but we will retain a legacy case reference so we can easily locate your case.
Please contact Support at firstname.lastname@example.org if you would like to register for Online Case Management (Customer Community).
The latest knowledge base articles can be found using any search engine or by going to support.precisely.com.
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, or Knowledge Communities.
You will continue to use the same email address to log in. The first time you log in to the new system, you will be prompted to reset your password. Once you have reset your password, you will be able to sign into the new Case Management experience, along with 2 new experiences, Precisely Ideas and Knowledge Communities.
The Precisely Ideas Community can be found at support.precisely.com.
The Precisely Ideas Community is intended to provide you with an open and collaborative channel to submit your innovative ideas around existing and future product offerings.
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.
You will need to log a case in the customer/partner community or
you can email fulfillment Fulfillment_Case@Precisely.com, providing the product and version information.
Depending on the product, installation guides and release notes may be a part of the product download and/or available within the Find Support by Product section on the Support website.
Yes, it can be found in this Knowledge Base article.
You will need to log a case in the customer/partner community. For urgent needs, contact Support via phone. Current contact information for your region can be found on the Precisely Support home page.