FAQ: Support for Transerve 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 are your source for online forums and product announcements for all Precisely products. 

The Customer and Partner Communities are where you go to raise a support ticket, update a support ticket, and access various other support-related offerings.

Yes, we’re moving to the Precisely Support Organization email address: support@precisely.com. 

Please discontinue use of these Support email addresses: 

You can access online case management (Customer Community) via support.precisely.com. Your access to the Customer Community becomes valid in August, and you’ll receive a welcome email when your Precisely user account has been set up at that time. 

Update your case details and view your case list from the Customer Community, under My Support Cases 

Before creating your next case, please review the Case Creation Guidelines for an overview of resources to check, 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 

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

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

Please contact support@precisely.com to register for online case management (Customer Community).  

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. This will now act as your Precisely user account. 

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

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, Customer, or Partner Community, under the Products tile.  

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 product announcements for each product you’re interested in. Each time a new release becomes available, you’ll receive a notification. 
  • If we host your product, then we will upgrade the product for you. 

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