Support
FatWire's commitment to quality and service extends long beyond the start of an implementation. FatWire Technical Support is committed to ensuring that customers extract maximum value throughout the solution lifecycle in order to achieve business objectives. Therefore, whenever you purchase a FatWire product, you can be assured that you're also getting access to the best technical support available.
Contact Support
Reach FatWire Technical Support through any of the three methods below; for the fastest response, please use WebSupport at http://support.fatwire.com.
WebSupport: http://support.fatwire.com
FatWire recommends WebSupport as your primary interface with the FatWire Technical Support team. Web Support is a password protected system that enables customers to log a new case or track status on an existing case. Web Support is available to you 24x7 and also allows you to access product documentation at your convenience. After you log a new case via WebSupport, the call tracking system will email you a case ID number for tracking purposes. Please use this case ID to reference your case at any time when discussing this issue with FatWire Technical Support.
Email
FatWire Technical Support recommends that all new cases be created via WebSupport or by calling your regional support center. Ongoing communication for an open case will be via email, WebSupport, or phone.
- Telephone
- U.S.:
800.801.8504 516.328.9473 x455
- Europe:
+31.23.554.1110
- Asia Pacific/Australia:
+65.6334.9038
- Japan:
+81 3 3537 6401
When contacting FatWire Technical Support via the telephone, a support engineer will verify your contact details and product configuration information to determine if anything has changed since your last interaction with FatWire Technical Support. Once your information has been verified, a case will be opened for you. The FatWire call tracking system will provide you with a case ID number. Please refer to this number when making inquiries about this issue.
Who Can Contact FatWire Technical Support?
The individual reporting the problem must be a named technical contact to FatWire Technical Support, as stated in the Maintenance and Support agreement. We strongly recommend that the named individual always contact the support center that has been assigned to your company. The number of eligible contacts for your organization is determined by your Maintenance and Support Contract. The standard number of technical contacts, unless otherwise noted, is three. All technical contacts communicating with FatWire Technical Support must be fully trained on the FatWire product purchased by your company. Please inform FatWire Technical Support of the individuals you would like to list as contacts for your company.
How to Change a Named Technical Contact
If you would like to change a named contact, please notify FatWire Technical Support with your changes. Only FatWire Technical Support Engineers have the ability to add or update contact information for support. We also require that all added contacts receive full training on the product.