FAQ: Support for Infogix Customers
For all your support needs, visit support.precisely.com.
Current contact information for your region can be found on the Precisely Support home page.
Yes, we are moving to the Precisely Support Organization email address: support@precisely.com.
Please discontinue the use of the Support email addresses:
- support@infogix.com
- infra@infogix.com
- techsupport@infogix.com
- license@infogix.com
- support@infogix.zendesk.com
- ivmsupport@infogix.com
Please discontinue the use of all @infogix.com or @infogix.zendesk.com support email addresses by:
- Sydney: 14:00 May 21, 2022
- CET: 06:00 May 21, 2022
- UK: 05:00 May 21, 2022
- US EDT: 00:00 May 21, 2022
- US PDT: 21:00 May 20, 2022
Our new email address support@precisely.com will be available at:
- Sydney: 08:00 May 23, 2022
- CET: 00:00 May 23, 2022
- UK: 23:00 May 22, 2022
- US EDT: 18:00 May 22, 2022
- US PDT: 15:00 May 22, 2022
During our migration, between the times noted below, Support can only be contacted via phone. Contact information for your region can be found on the Precisely Support home page (support.precisely.com).
- Sydney: 14:00 May 21 to 08:00 May 23, 2022
- CET: 06:00 May 21 to 00:00 May 23, 2022
- UK: 05:00 May 21 to 23:00 May 22, 2022
- US EDT: 00:00 May 21 to 18:00 May 22, 2022
- US PDT: 21:00 May 20 to 15:00 May 22, 2022
You can access Online Case Management (Customer Community) via support.precisely.com. If you currently have access to the Infogix support sites, then your access to the Precisely Customer Community will become valid beginning
- Sydney: 08:00 May 23, 2022
- CET: 00:00 May 23, 2022
- UK: 23:00 May 22, 2022
- US EDT: 18:00 May 22, 2022
- US PDT: 15:00 May 22, 2022
Yes, migrated cases will be given a new case number in the format of PRE-XXXXXXXX.
When our migration is complete, a member of the Precisely Support Team will respond to any open cases and provide you with your new case number. The new Precisely case number will not match your Infogix case number, but we will retain a legacy case reference so we can easily locate your case.
Please contact Support at support@precisely.com if you would like to register for Online Case Management (Customer Community).
The latest knowledge base articles can be found using any search engine or by going to support.precisely.com.
Your Precisely user account is the email address you use to access the Precisely.com web apps, Online Case Management, Partner Community (partners only), Precisely Ideas, or Knowledge Communities.
You will continue to use the same email address to log in. The first time you log in to the new system, you will need to use Forgot Password from the login screen to reset your password. The system will then send you an email to enable you to reset your password. Once you have reset your password, you will be able to sign into the new Case Management experience, along with 2 new experiences, Precisely Ideas and Knowledge Communities.
The Precisely Ideas Community can be found at ideas.precisely.com. The Precisely Ideas Community is intended to provide you with an open and collaborative channel to submit your innovative ideas around existing and future product offerings. The Precisely Ideas Community can also be found at support.precisely.com.
You can submit new ideas or comment on existing ideas, with transparency to all participants. You also have the unique opportunity to contribute to an idea’s overall popularity by promoting the idea. Our Product Management team reviews popular ideas and evaluates their potential for inclusion in our development plans.
Software Downloads, Patches, Installation Files, and Fixes for Infogix products can be found within the Precisely Data Experience. You can also access the Precisely Data Experience via tiles within the Customer or Partner Community.
Some user accounts may not have immediate access to the Precisely Data Experience. It may take up to two weeks for all accounts to gain access. In the meantime, Software Downloads, Patches, Installation Files and Fixes for Infogix products can be found within the Knowledge Base at support.precisely.com.
Information on new Product Releases will be made available within the Knowledge Communities (online forums) at support.precisely.com. You can log in using your Precisely user account. Join the product announcements for each product, and each time a new release becomes available, you will receive a notification.
Once notified, navigate to the Precisely Data Experience to download the new release.
Yes, it can be found in this Knowledge Base article.
ACR Usage Reports can be found here.
The Knowledge Communities (online forums) can be found at support.precisely.com where you can log in using your Precisely user account.