You can contact TT Technical Support via:

• support@technicaltoolboxes.com

• unlock@technicaltoolboxes.com

• Web: https://www.technicaltoolboxes.com/contact-us/

• Phone: 1-866-866-6766

Support Hours

Technical Support consists of assistance with support requests during standard business hours. Standard business hours are 9 a.m. to 5 p.m. CST. We make every effort to respond to your requests as soon as possible.

On-Site Support

Technical Support may include site visits (on-site with customer, or customer on-site with TT).

As shown in the image at right, the following categories are available as options for starting a new request:

• Report a Bug

  • Report an application issue

• Request Software help

  • This includes Unlock Codes, License Keys, and general installation assistance

• Ask an engineering or technical question

  • Obtain clarification on formulas, calculations, system compatibility, and more

• Request Governance Information

  • Get assistance for application platform and cloud architecture and governance

• Feature Request

  • Request an enhancement to our programs

In order to help expedite the analysis of a problem reported in a support incident:

• Summary

• Description

• Product

• Screen Shots/Attachments (if applicable)

We encourage our users to use our knowledge base that provides information, articles, and solutions for our products. You may find the help you need without raising a request.

While submitting a request through the Support Desk portal, relevant knowledge database articles will be automatically recommended, as shown in the image on the right.

You can access our growing Knowledge Base via the link below:

https://technicaltoolboxes.atlassian.net/projects/TT/knowledge

Who Can Request Support Services?

As a customer, you can receive TT Technical Support Services as soon as:

• You have registered with TT support

• You are properly licensed for TT software products and account is in good standing

If you are using an older version of our software, you may be asked to migrate to a newer version as part of incident isolation or resolution.

Privacy Recommendations for Working with Support

When providing information for a Support request, you should only provide to TT with information that is required to provide Support, and which is cleared of confidential or other sensitive information. TT does not require Protected Health Information (PHI), Payment Card Industry (PCI) information, or Personally Identifiable Information (PII) to provide Services and you should not forward any of such types of information to TT in connection with a Support request. At all times, information provided to TT in the course of Support will be handled in accordance with the Privacy Policy available here: https://www.technicaltoolboxes.com/privacy-policy/

TT Service Desk Invitation Issues

You should have received an email invitation to setup an account with our Service Desk. If you do not receive an invitation, please note the following:

• Customers should check with their internal IT Department to see if the message was marked as spam, or rejected by any company internal rules or rights

• The following IP ranges should be allowed:

  • 167.89.0.0/17, 208.117.48.0/20, 50.31.32.0/19, 198.37.144.0/20, 198.21.0.0/21, 192.254.112.0/20, 168.245.0.0/17, 34.211.27.137, 34.211.27.236, 34.213.22.229, 34.249.70.175, 34.251.56.38, 34.252.236.245, 52.51.22.205, 54.187.228.111, 34.209.119.136, 34.211.27.82, 34.212.5.76, 34.253.110.0, 34.253.57.155, 35.167.157.209, 35.167.7.36, 52.19.227.102, 52.24.176.31, 54.72.208.111, 54.72.24.111, 54.77.2.231

When a request is resolved, you will receive an email notification and you can rate the level of service, and include a comment. TT would like to hear from you and would appreciate your feedback. It is as simple as clicking one of the stars in the email you receive (image below).