Product(s): Foundry platform, AMP, Nexternal, DiCentral, OneTime, Datalliance, B2BGateway, ecUtopia
Article Link: http://help.truecommerce.com/en/articles/2109271-how-do-i-contact-support-or-create-a-case
At TrueCommerce, we go beyond being just a support team. Our focus is to ensure contacting our Support team is painless; however, with a wide variety of needs, we understand that it can seem confusing to determine where to go.
This article is intended to provide you with a general overview of contacting TrueCommerce Support.
Account Management Portal
The Account Management Portal (AMP) is an application within the TrueCommerce Foundry platform. Within the AMP, you can download documentation, manage your open projects, and create and manage support cases.
To create a case:
Click the primary navigation icon at the top of the left panel within Foundry, then click Account Management.
Under Account Management, click My Support Dashboard, then click New Support Case.
NOTE: If you do not see Account Management in the primary navigation menu, your account may not have access to it. Check out this article on how to have your Administrator grant you access.
Is your issue Critical? Give us a call.
IMPORTANT: Read these instructions carefully as the phone system has recently changed.
If your situation is critical or highly urgent, you can contact our Support team directly using the following information. Note that case submissions or chat requests will not augment attention to the urgency at the same velocity that a phone call will.
For customers that are not on our "Starter" plan, you can also contact Support by phone for non-critical issues; however, submitting a case via the AMP is the recommended method to contact Support.
To reach us by phone, call 1.888.430.4489, then select option 3 for Support. Listen closely to the product support options and select yours accordingly (list below for reference):
1 TrueCommerce core product support (Transaction Manager, Foundry, etc.)
2 Nexternal
3 OneTime
4 Datalliance
5 DiCentral
6 B2B Gateway
7 ecUtopia
8 All other needs
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rev. 2/26/24