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How to work with Versata Customer Support

When submitting an issue to Versata Customer Support, the best method is to log on to the self service portal and enter detailed information that fully describes the situation. The more information you provide, the faster we will be able to resolve your problem. This includes:

Your name
Your company name
Your email address
Your telephone number
An summary of the situation that is clear and concise
Version, release and build of the Versata System being used
Indication of whether this is a question, problem or feature request
Detailed description of the problem or question
Reproduction path: step-by-step instructions leading to the problem
Priority of the problem, using the following guidelines:
- Critical: production down. Immediate attention is needed.
- Very high: holding up development or production. A patch or workaround is needed as soon as possible.
- High: production application works but is handicapped or development is far less productive. Need fix or workaround in the very next maintenance release.
- Medium: development is impacted. Versata should fix in the very next version.
- Low: Versata should consider fixing or implementing in some future version.
Reason for urgency (e.g. the consequences of delay and whether there are any milestones of which we should be aware)
For questions: indicate the context of the question and a description of the working environment
For feature requests: indicate the benefit and importance of the improvement for you
Name of your customer (if you're a partner, systems integrator, or consultant)
Name of your consultant: partner, systems integrator, or liaison
Expediting Issues

If you have a case that needs to be expedited — or have a general concern with Support - please let us know. There are two options:

1. Email This e-mail address is being protected from spambots. You need JavaScript enabled to view it . Include contact information and any relevant details.

2. Call Customer Support -phone numbers listed above.

Either way, if support is unable to meet your requirements, please escalate by asking for the next level of management.

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For Customer Support, please contact:

United States:
This e-mail address is being protected from spambots. You need JavaScript enabled to view it
800.984.7638 or
+1.512.874.3000
9 a.m. to 7:30 p.m. Central Standard Time

Europe:
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44(0)20.8334.8443
8:30 a.m. to 5:30 p.m. Greenwich Mean Time (GMT)

After hours:
For those customers that are entitled to after hours support and are experiencing a critical production down issue please call 800.984.7638 or +1.512.874.3000 and follow the prompts to leave a voice mail message that will page the on-call Support Engineer.