Creating a Support Case

If you are experiencing difficulties with OpenAir or would like to enable an optional feature, go to SuiteAnswers through the Support page in OpenAir and create a support case.

Our support staff and engineers will work with you to find a solution to your problem.

Important:

Be sure to review the Support Usage Best Practice Guidelines, Case Severity Definitions and Case Resolution Overview before you submit a support case or call the Support team.

As a part of the support case creation process you will be presented with existing answers that may solve your problem. Take a moment to view the available answers before proceeding to create a support case.

To create a support case:

1. Sign in to your company’s OpenAir account and select Support from the user menu.

2. Click Go to SuiteAnswers.

3. On the SuiteAnswers website, click Contact Support Online.

   

4. Enter keywords corresponding to the question or problem you want to resolve and click Search.

   
   Note:

   If you do not have a question but need a feature enabled, for example, click Search.

5. Oftentimes, the answer to your question will be displayed. If you still want to create a support case, click Continue to Create Case.

   

6. Fill out the Create Case form and then click Submit. You will receive an email confirmation with your support case reference (OpenAir Customer Care #).

   Important:

   Review the Case severity definitions and always use the appropriate case severity when submitting a case. See Case Severity Definitions.

   Using the appropriate case severity helps OpenAir Customer Support prioritize between cases. Otherwise, OpenAir Customer Support need to evaluate the true urgency of each case, which slows down the response time to all cases.

   
   Note:

   An asterisk * indicates a required field.