Support Q&A

Q: I’m working at the weekend and need to raise a ticket. This is out of Exonar’s operational hours, what should I do?

A: Please go ahead and raise a ticket by one of the options listed above. Your request will be added to the queue and we’ll get back to you as soon as we reopen on Monday.


Q: I’m trying to complete an action in the platform but can’t figure out how to do it! Can I ask Exonar’s Support team for help?

A: Absolutely! Check in our help site to see if it is covered there. If not, raise a ticket. Support will liaise with you and your Customer Success Manager to ensure you receive the necessary support with your query.


Q: I have some feedback on the platform, how can I pass this on?

A: We are always open to hearing customer feedback. You can share this in a few ways:


Q: Do you have a fixed Service-Level Agreement (SLA)?

A: Absolutely. Please get in touch with your Customer Success Manager for a copy of Exonar’s Incident Response Plan and we will be more than happy to discuss these with you.


Q: Can I view all the tickets I or my organization have raised?

A: Yes, if you create an account on the Support Web Portal you can view all the ticket you have raised or have been shared with by other members of your organization.


Q: Is there any help or documentation?

A: Yes, of course: Log in to the Exonar server and click the question mark in the top right.

Alternatively go to http://support.exonar.net to view the online help and there are technical notes on the Support Web Portal in the knowledge base.


Q: Do you offer any training?

A: We have an extensive training catalogue of courses for you. Speak to your Customer Success Manager for more information.