Synoptos: New Support Portal Launch

 

Overview

 

This article contains a communication that was sent to all active Synoptos customers on May 29th, 2019, announcing the upcoming launch of our new support portal.

 


Information

 

The communication states the following: 

 

As announced on our site on March 8th, 2019, Synoptos and Ignite Technologies, a member of the ESW Capital group of companies, will execute an integration plan that will ensure our customers receive the highest levels of customer service, product functionality, and technical support. To that end, we are excited to confirm the upcoming transition of Syntoptos customers to a new support system, to manage support interactions.

You will continue to interact with your assigned Account team for any matters related to the content and delivery of your daily/weekly reports and news briefs. In addition, you will have access to a 24/7 Support team, who will assist you with any matters related to Nucleus product, system access, technical inquiry, and subscription/unsubscription/distribution list requests.

Beginning Monday, June 3, 2019, 6 A.M. EST all technical support issues and requests for assistance for Synoptos’ customers will be managed through a dedicated Synoptos section of our support system. You will be able to submit your support issues directly to our support team by:

  1. Logging into the new Synoptos support portal (https://support.ignitetech.com/hc)
  2. Sending an email (SynoptosSupport@ignitetech.com)
  3. Calling our support phone number.
          United States Toll-Free: 1-855-453-8174
          United States Toll: 1-512-861-2859
          United Kingdom: 0808-189-1290
          France: 0800-915549
    If your country is not listed above, you can dial the US Toll Number 1-512-861-2859 to reach our support organization.
    Further details on how to contact us can be found here.


All support issues created via any of the above channels will be quickly routed to the correct support person, tracked methodically, and promptly resolved. Further details on accessing the system can be found in the FAQ section below.

Furthermore, please note that we have certain restrictions in place on our support system to protect your data in compliance with GDPR guidelines. All tickets created via email will be assumed to contain sensitive data, and the comments of the ticket won't be sent via email. To change this, customers may go to the portal to acknowledge that the ticket doesn't contain any sensitive data.

We appreciate your attention to this change and look forward to further optimizing your results as part of our continuous focus on 100% Customer Success.

Thank you,

Synoptos Support Team

 


 

It is also recommended to read the Synoptos Support FAQ article.

 

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