How to Request CaseLogistix Support
At Anacomp, we are dedicated to the success and satisfaction of our customers. As such, adhering to the following guidelines will make the customer support process more efficient and will ensure issues are resolved as quickly as possible.
- CaseLogistix customers and partners who require support can call our call center at (800) 364-9853, or submit an email to clxhelp@anacomp.com
- Support requests can be opened on a 7/24/365 basis. Note that only service requests for “Severity 1 Critical” issues (as defined in the Support User’s Guide) will be serviced after normal business hours. All other service requests submitted after hours will be addressed on the next business day.
New Support Requests
- A customer calling in a new service request/issue should have the following information ready for the support specialist, or include this information in the email submission:
- Customer name
- Contact name
- Contact phone number
- Customer email address
- Software release level
- Severity of issue
- Cannot do anything, service is down
- Service is impacted, but work is being done
- Request for enhancement or feature change
- New customer setup
- Not severe, just questions or a request
- Detailed description of the issue
- A reproducible test case or steps that can be followed to reproduce the issue
- For newly entered incidents, the support specialist will provide the customer with the customer support service request number to be used for all further communications. The service request number will be used to manage the incident to resolution and to provide status updates as to the progress being made.
- To aid in the resolution of the issue, the customer should be prepared to answer questions and supply details, screen shots, etc as requested by the support specialist.
Existing Support Updates
- A customer calling in on an existing incident (seeking an update, providing additional information, or requesting escalation) should have the service request number ready to give the support specialist. If this is an email, the service request number should be included in the email subject.