Contacting Technical Support

If you have questions about Absolute or its console that were not answered in the online Help, contact Absolute Technical Support. We welcome your questions, comments, and feature requests.

To contact Technical Support:

  1. Log in to the Secure Endpoint Console.
  2. Click in the top right and then click Support.

  3. Do one of the following:

    • To use live chat to ask a question or provide feedback:

      1. Click Chat with a specialist.
      2. In the bottom right of the page, click CHAT WITH AN EXPERT.
      3. Complete the fields on the Chat dialog and click Start Chatting.

    • To submit a Support case:

      1. Click Open a case.
      2. Provide the following details about the problem you are experiencing:
        • Severity: Select the severity level of the problem. This option helps Technical Support determine the urgency and impact of the problem. A definition for each Severity level is provided near the bottom of the page.
        • Product: select the applicable product, such as Visibility / Control / Resilience.
        • Subject: Enter a short description that summarizes the problem and serves as the title of the Support case on your My Cases page.
        • Description: Add detailed information about the problem. Ensure that you add details about any system notifications, errors, or warnings you may have encountered along with the problem. Also provide alternate contact information, if applicable, such as a mobile phone number.
        • Upload File: Click the link to add supporting documents or images that further describe the problem. Note that the maximum file size is 25 MB per attachment.
      3. Click Submit.

Your new case is created and added to your My Cases page and a case confirmation email is sent to you.

Depending on the severity and nature of your problem, a Technical Support representative will contact you by phone or email to request more information, provide instructions, or update you on the status of your problem.

Updating an existing Support case

To add more information to your Support case or view its status:

  1. Log in to the Secure Endpoint Console.
  2. Click in the top right and then click Support.
  3. Click View your cases.

  4. On the My Cases page, click the applicable link under Case Number.

    The My Cases page shows only open Support cases that you've submitted. You can't view Support cases submitted by other users in your account.

  5. To add more information to your case:

    1. Enter the additional details in the Add a comment text box.
    2. Click the paperclip icon to add an attachment.
    3. To save your changes, click Comment.

You can also contact Absolute Technical Support by phone. For the list of Support phone numbers by region and language, go to absolute.com/support/en/contact.