|SUPPORT AVAILABILITY NOTICE: Monday, May 20 is a local holiday for Scorpion Software staff. Emergency server down support is still available following the guidelines described in the case submission form below. LiveChat and active email support will resume on Tuesday, May 21.|
Check the Knowledge Base
Scorpion Software leverages our CRM system (salesforce.com) to deliver the right answer the first time, every time, through both our call center and self-service channels. As new cases are resolved, we publish our findings to make your experience with our solutions easier to find, and easier to use.
Open an Online Case
Scorpion Software offers a free online Customer Service System for our customers. If you haven’t been able to find answers to your questions in the Knowledge Base, you can get answers to your installation, configuration and troubleshooting questions here.
NOTE: Enhanced online support is available to customers with a valid warranty or support agreement. Your Scorpion Software product(s) must be registered to use our enhanced Support Services.
To help you resolve any technical issues you may have as quickly as possible, we need to work together. To help us pinpoint the problem(s) you may be having, we need to have a good understanding of your environment, the software you are using and the issue you are reporting. Failing to provide us with this information will reduce our ability to help you out, and may require us to send you a reply that will have you go and collect the information before we can start working with you.
To ensure the best possible experience with working with our Customer Service team, we ask that that when you open a case, you provide a detailed description of the issue with steps to reproduce it, if possible. Include what you EXPECTED to see, and what you see instead. Take screenshots if you can, and, after opening the case, please email them to email@example.com referencing your case number. Once a Customer Service rep has reviewed your Case (which will happen no later than 2 business days) you will be notified by email.
NOTE: If you feel you are in a “server down” situation, include the words “SERVER DOWN” (in capital letters) in the Subject line. This will help prioritize your request.
|IMPORTANT: After you open the case, please download and run the AuthAnvil Diagnostic Prep Script on the AuthAnvil Server and any other machines running agents that you are having trouble with. This script collects much of the necessary information for troubleshooting most issues.
If you decide not to let the script email the results, please zip the “AuthAnvilDiagnosticOutput” folder that the script generates, attach the zip file to an email and send it to firstname.lastname@example.org, referencing your case number.
Live Chat with a Customer Service Representative
Our dedicated and knowledgeable staff are available to chat online with you Monday through Friday, 9am to 5pm PST. Don’t worry… you don’t have to install any special software to chat with us, we do it right over the web!
When you connect, a customer service rep will ask you for your Case Number. If you haven’t yet created a case, you will need to do that first.
If you need to talk to someone on the phone…
If you would like to talk to one of our customer service representatives on the phone, we offer call-back technical support to our customers through ServiceAssist Cases. ServiceAssist cases are sold for $250 USD per incident, and can be purchased through your account in the Online Store.
To use a ServiceAssist Case, open a Live Chat session and provide your ServiceAssist key. A representative will then call you back, or schedule a call-back when it is convenient for you.
NOTE: Your ServiceAssist Case will not be expired or used up if the underlying problem is found to be a defect of our software.