Contact Customer Support
If you require technical assistance or wish to report an issue to the Connectbase Support team, please log into the Connectbase Customer Support portal at https://support.connectbase.com and log a ticket.
For other general information, you can contact Customer Support by email at support@connectbase.com or by phone at (508) 202-1807 between the hours of 8:00 a.m. and 5:00 p.m. EST.
Submitting a Support Ticket
To submit a support ticket in the Connectbase Self-Service Portal:
From you web browser, go to https://support.connectbase.com.
In the top navigation bar, click the , then click the link.
Result: The Submit a ticket dialog box displays.
Complete the following fields:
Field name
Description
Secondary Contacts
Other persons to be included in the communications.
Subject
Title to be added to the subject line of the ticket.
Instance ID
Enter your Connectbase Instance ID (If you do not know your Instance ID, enter 0000.).
Description
Provide a detailed description of the issue that you are reporting.
Business Impact
Select from the dropdown list to help us understand the severity of the issue.
Attach
Upload any supporting documentation or screen images that can help us troubleshoot the issue.
Click .
Result: A confirmation message pops up to confirm you ticket was submitted, along with the ticket number.
Upon receipt of your ticket, the Network Operations Center (NOC) team will review your ticket and assign it to the appropriate resource for resolution. The assigned resource will then communicate with you directly through the portal, which, in turn, will generate an email to you and any secondary contact persons to alert you to any incoming notifications.