How to Report a Support Issue

Submitting a Level II Support Request

SOLABS Support must receive all Level II requests through the Online Support Request Form. The form collects the information needed to assess, categorize, prioritize and resolve each request. Support does not start its analysis on requests that arrive through other channels until the completed form is received.

How to access the support form : 

1. On any knowledge base page, click Submit a request in the top-right corner.
2. Complete all required fields, and add any relevant details about the issue, such as error messages, steps to reproduce and screenshots.
3. Click Submit.
    
4. First submission only: Open the verification email sent to your address and click the confirmation link.
   Result: Your request is forwarded to Support. Requests are not sent to support until this confirmation is complete.

Note: Missing or incomplete information may delay the assessment and resolution of your request.

Requests Submitted Without the Form

IIf you submit a Level II request through another channel, the SOLABS Support team will send you a link to the online form and ask you to complete it. 

Support analysis will begin once the completed form has been received.

Why the Form Is Required

The form helps our support team:

• Identify and categorize the issue accurately.
• Prioritize the request appropriately.
• Reduce the need for follow-up questions.
• Provide timely and effective support.

Thank you for following this process and helping us handle your support requests efficiently.

Preventive tip: If you do not receive the verification email, check your junk or spam folder before you resubmit.