Online Support – Cincom Customer Support Desk

Cincom’s Internet-based support services allow you to communicate with our Technical Support Engineers, find information and search for problem solutions when necessary.

The Cincom Customer Support Desk is your link to the problem tracking system that Cincom’s product support personnel use to answer questions and solve problems. It is available virtually 24 hours a day throughout the year.

Registration for Cincom Customer Support Desk:

·        Customer Support Portal:  Visit Cincom Customer Support Desk (support.cincom.com/portal/en/signin).  You will have a choice to sign up.

Cincom Customer Support Desk Features

•      Update your Company’s contact information

•      Report a problem by logging a new ticket with an attachment

•    Update tickets: severity, status, comments and attachments

•      Review customer profile/contact information for your company

•      Review tickets that your company has opened

•      Search for problem solutions

•    The default setup in the Cincom Customer Support Desk presents a choice on how you view your and your company’s support tickets.

•    List tickets in the view you choose whether it is by date, priority or status

•    Update your profile with a photo if you like.

•    Easy access to the support contact information.

•      Easy access to the Customer Support Guide and Product Release Catalog

Support Contact Information

Effective Date: January 2025

 

Location	Support Contact	Normal support hours*
All Countries	Email: support@cincom.com          Phone: +1 513 612 2720           +1 800 727 3525	08:30 – 17:00 (EST/DST)

 

*Note Normal Support Hours are Business Hours, Monday–Friday unless otherwise indicated. Emails sent when offices are closed will normally be responded to the next business day.

 

Required Ticket Information

When reporting a new ticket within the Cincom Customer Support Desk, you will need to provide certain information to log into our ticket tracking system.

Predetermined information:

·        Name

·        Email address

·        Company

Required:

•        Product Name and Release.  A search can be done to select the product.  Click on the search icon and a list of products will be presented

•        severity of the situation. Review the severity guidelines section.  

•        A description of the problem (including error messages)

 

Optional information:

·        Screen shots

·        Attachments such as log files.  Use the Attachment feature to upload a file.

·        Alternate phone number

 

We will give you a reference number (the Ticket number) which we use to identify the ticket.