WCC offers Technical Support for all WCC software-related problems. Please follow the steps below when reporting a problem.
Establish support level (severity of the problem).
- Level 1
Software has partially or wholly stopped working in the production environment, and users cannot continue working with the product
- Level 2
Software has partially stopped working in the production environment, but users are able to continue working with the product (even if with limited core functionality)
- Level 3
Software is not working properly, but its core functionality is still available
- Level 4
Software is not working properly, but users still have near full functionality
Provide the following information:
- Company name and name of contact person
- WCC software version number and configuration files
- Detailed description of the problem, including severity level and indication of the possibility of recurrence
- ELISE Agent log files. A package with all required files can be automatically generated with ELISE Manager (6.5 and earlier versions) or EMC (6.6 and later versions)
E-mail the information to firstname.lastname@example.org or create a ticket containing the information via the WCC Support Center.
For level 1 and 2 issues, please contact us by telephone so we can offer immediate assistance:
EU: +31 30 7503273
US: +1 888 9229224