Filing a Support Case

Support Portal

Access the CollabNet Support Portal by going to:
http://www.collab.net/support/login.html

To report a problem or issue to CollabNet, use this web-based case submission and management tool. Login information for the Support Portal is provided during your On Boarding call or you can contact our
Client Engagement team to get your credentials.

Phone Support (Platinum and Gold Plans only)

Gold and Platinum customers can call the hotline numbers to report an issue.

International: +1.650.228.2561
US Domestic: +1.800.211.3047

Email Support (Platinum and Gold Plans only)

CollabNet provides email-based support for Platinum and Gold customers. Email communication is integrated into the CollabNet Support Portal so that the history of all issues is captured.

• When a user sends an email, a Support case is automatically opened.
• Reponses provided by CollabNet Support generate an email back to the user.
• Users can continue to communicate with CollabNet Support using email.
• Users also can use the Web portal to track the case reported through email.

Contact the Client Engagement team or your account owner to get the email information for your account.

Live Chat (Platinum and PSA Plans only)

CollabNet provides Live Chat assistance for customers who have purchased the Personal Support Administrator and Platinum Plan. Live Chat is an online, real-time way to contact CollabNet Technical Support Team.

Maintenance Escalations Priority Definitions