Contact Support

The Experlogix Support Portal is your go-to resource for getting support for all Experlogix products. This guide provides an overview of navigating the Support Portal, submitting detailed support tickets, and following best practices to ensure timely and effective resolutions to your concerns.

To contact Experlogix Document Automation Support, simply create a ticket at the Experlogix Support Portal.

Using the Support Portal Effectively

To help our support team resolve your issue with Smart Flows or Experlogix Documents as quickly as possible, please provide a detailed description of the problem, including the steps needed to reproduce it, along with relevant screenshots, logs, and system information.

• Ensure the e-mail address you provide is actively monitored to receive updates and responses from the support team.

• Respond promptly to any additional information requests to avoid delays in resolution. See Get Files For Support for more information.

• Use the reference number provided in the confirmation e-mail to track the status of your ticket.

• Whenever possible, ensure that screenshots are full-screen, Highlight the area of concern while ensuring the rest of the context remains visible, and obscure sensitive information before attaching images.

• Log back into the portal to provide updates or review responses from the support team.

Submit a Ticket

1. Navigate to the Support Portal.

2. On the landing page, select the corresponding box for your product line (Experlogix Document Automation).

3. Complete the required fields by including all relevant details.
   Depending on your selection, the form may include:

   • Requester Information: Ensure your e-mail address is accurate to receive updates.

   • Add CC (Optional): Include additional recipients for ticket updates.

   • Subject: Provide a concise summary of the issue.

   • Type: Select the category that best matches your request, such as "Bug", "Feature Request," or "General Inquiry."

   • Severity: Indicate the priority level of the issue. Select here for severity definitions.

   • Product Details: Specify the product, version, and deployment type (e.g., on-premise or cloud).

   • Description: Provide a detailed explanation of the issue, including:

     • Steps to reproduce the problem.

     • Expected and actual outcomes.

     • Any troubleshooting steps already attempted.

     • Duration of the issue: how long has the issue been occurring?

4. Attach files or/and images (Optional).

5. Select Submit.
   You will receive an e-mail confirmation with a reference number to track your request.

Track and Manage Your Ticket

• Use the reference number provided in the confirmation e-mail to monitor the status of your ticket.

• Log back into the portal to view updates or provide additional information as needed.