How can we help?

Support tickets may progress through several stages as they are reviewed, investigated, and resolved. Email notifications can help communicate relevant status changes when those notification events are enabled. Which changes may be communicated? Depending on the support configuration, notifications may be associated with: 1. A ticket entering the support process. 2. A request moving into active investigation. 3. Support requiring additional information. 4. A reported issue being marked as resolved. 5. A ticket being closed. The exact ticket statuses and notification triggers are determined by the Polyosync support system. Will I receive an email for every status change? Not necessarily. Some changes may be internal and may not generate a customer-facing email. Can I rely on an old status email to determine the current state? No. An email describes information associated with a particular event. The ticket may have changed since that notification was sent. Always check the ticket interface for the latest available status. What if I receive a resolution notification but the issue still exists? Review the ticket details and provide a clear explanation of the remaining problem through the available support process. Include any new error messages, execution details, or troubleshooting results. What if a ticket is closed while I still need assistance? Check whether the support interface permits further communication on the original request. If not, submit a new request and reference the previous ticket. Does a status update guarantee a particular resolution time? No. A status notification does not create a resolution-time guarantee. Any applicable service-level commitments depend on the relevant support terms or Enterprise agreement. Recommended practice Treat email status notifications as useful updates and verify the current state directly through the support ticket.