FAQ: Support for Winshuttle 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 Winshuttle Community will be migrated into the broader Precisely Knowledge Communities. Here, you’ll find knowledge and product announcements for all Precisely products, including the recently migrated Winshuttle products.

The Winshuttle Community migration begins on February 13, following completion of the Support migration on February 12.

The Winshuttle Community will continue to be available during the migration. Once complete, the site will be automatically redirected to the Precisely Knowledge Communities, where you’ll be able to find all migrated content.

Please continue reading below for information regarding your Winshuttle Community Account.

The Precisely Knowledge Communities are your source for knowledge 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:

  • support@winshuttle.com
  • support@enterworks.com

Please discontinue use of support@winshuttle.com and support@enterworks.com by:

  • EST: February 11 at 10 a.m.
  • PST: February 11 at 7 a.m.
  • GMT: February 11 at 3 p.m.
  • CET: February 11 at 4 p.m.
  • AEDT: February 12 at 2 a.m.

Our new email address support@precisely.com will be ready to use once migration is complete.

  • EST: February 12 at 4 p.m.
  • PST: February 12 at 1 p.m.
  • GMT: February 12 at 9 p.m.
  • CET: February 12 at 10 p.m.
  • AEDT: February 13 at 8 a.m.

During 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).

  • EST: February 11, 10 a.m. – February 12, 4 p.m.
  • PST: February 11, 7 a.m. – February 12, 1 p.m.
  • GMT: February 11, 2 p.m. – February 12, 9 p.m.
  • CET: February 11, 3 p.m. – February 12, 10 p.m.
  • AEDT: February 12, 2 a.m. – February 13, 8 a.m.

You can access online case management (Customer Community) via support.precisely.com. If you currently have access to the Winshuttle support sites, your access to the Precisely Customer Community will become valid beginning

  • EST: February 12 at 4 p.m.
  • PST: February 12 at 1 p.m.
  • GMT: February 12 at 9 p.m.
  • CET: February 12 at 10 p.m.
  • AEDT: February 13 at 8 a.m.

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 how to navigate the Precisely Knowledge Base, and a guide on the information required to create a case.

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

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 Winshuttle case number, but we’ll retain a legacy case reference so we can easily locate your case.

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.

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

  • The first time you log in to the new system, use Forgot Password from the login screen to reset your password.
  • Then, you’ll receive an email to enable you to complete that reset
  • Once your password is reset, this now acts as your Precisely account. Use it to sign in to the new Case Management experience, along with two new experiences: Precisely Ideas and Knowledge Communities.

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

After the migration is complete, all software downloads, patches, and fixes will be distributed via the Precisely Data Experience.

Please review the PDX User Guide from our knowledge base for more information.

Depending on the product, installation guides and release notes may be part of the product download. Additional instructions and notes can be found in the Customer or Partner Community, under Find Support by Product.

This article covers information and resources relevant to all Precisely Automate products.

Information on new product releases will be made available within the Knowledge Communities (online forums) at 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.
  • Then, navigate to the Precisely Data Experience to download the new release

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.

Winshuttle Templates will be migrated into the Precisely Knowledge Communities. Please log in with your Precisely User Account and join the community labeled Winshuttle Templates.

The status of your hosted environment is accessible here. Please continue to log in with the same information you use for other Precisely services.

If you receive an error when attempting to access the status of your hosted environment, please raise a case on the Customer Community or email support at support@precisely.com.

The Connect Licensing System will remain intact throughout the migration to Precisely. Current customers will be unaffected by the migration, outside of the cutover period.

New license requests may go unfulfilled during the cutover period but will resume once the migration is complete. Please place any license orders before or after the freeze.

Studio for Connect customers will continue to use their existing credentials to sign on to Connect.

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