How to Report a Support Issue

To ensure efficient handling of Level II support requests, all requests must be submitted using the official SOLABS Support Request Form (both .msg and .pdf forms found at the bottom of this article are accepted).

This requirement is part of our continuous improvement initiative to ensure that our support team receives the necessary information to properly analyze, categorize, and resolve issues as quickly as possible.

Mandatory Submission Process

Clients must submit Level II support requests using the following method:

1. Complete and attach the Support Request – Fillable Form (FORM000034) when submitting your request.

2. Include all relevant information to ensure our team is efficient in processing your request.

Requests submitted without the required information may delay the processing of your issue.

Requests Submitted Without the Required Form

If a Level II support request is submitted without the completed Support Request Form, the SOLABS support team will reply with the form attached and request that it be completed before the issue can be processed.

Support analysis will begin only after the completed form has been received.

Why This Process Is Important

The Support Request Form ensures that our team receives all the key information required to:

• Accurately identify and categorize the issue

• Prioritize requests appropriately

• Reduce back-and-forth communication

• Provide faster and more effective support

By following this process, clients help us deliver a more efficient and customer-focused support experience.