New Aspera Support PORTAL **PLEASE READ**

As part of our GDPR compliance, we have launched our new Aspera Support Portal  and ticketing system. You can rest assured that the same support team will be here to assist you, but now they will be using a new tool.

 

  • the portal https://support.asperasoft.com 
  • the email support@asperasoft.com  

DOES NOT ACCEPT NEW TICKETS ANYMORE  STARTING FROM 25 MAY 2018. 

 

Here’s what you need to know about the transition:

Access the New Support Portal 
Access to the Support community is available here: https://www.ibm.com/mysupport.

Login with your IBMid to access your own support account. If you do not have an IBMid, you can sign up for one at https://www.ibm.com/account/us-en/signup/register.html .

Ticket Creation via Email 
Effective immediately, we have a new support email address to open new tickets and to work with our support team: aspera-support@ibm.com .

Ticket Creation via Support Portal 
Tickets can be also be submitted and tracked in the new Support Portal, which offers the following self-service capabilities:

* Ticket creation/updates

* Securely attach documents, files and logs for review by Support.

* Simplified search capability to view ticket history and knowledge base artifacts

Contacting Aspera via Phone 
The phone numbers used to reach us remain unchanged. You can contact us via phone at the following numbers:

+1 510 250 8581 
+44 (0) 207 993 6653 
+81 (0) 3-4578-9357 
+61 (0) 261 45 2214

These numbers reach the same support team, so call the number that is most convenient for you.

Tracking Existing Open Tickets 
In general, we will not migrate any existing open tickets from our old system, you can continue reviewing and updating those tickets in our old system (using the old email address support@asperasoft.com). If however we need to request logs and files for your existing ticket, or if you prefer to manage open tickets in a single system, then we will need to migrate your open support tickets from the old system to the new system.

IN OTHER WORDS: old system automatically blocks any attachment 

Find Out More About the Portal 
Our new portal will be supported by IBM Watson and will provide you with enhanced transparency into your ticket resolution workflow along with self-service options. You can watch a few short videos to learn more:

* Introducing A New Customer Portal 

* Open And Manage Cases 

* IBM Support Community

Contact Us if You Have Questions 
We have worked hard to make this transition to the new Support Portal as smooth as possible, but if you are experiencing a problem with it (such as a login issue, etc.) we are here to help. Please ask our support team for assistance and we will get back to you as quickly as possible.

Sincerely,

IBM Aspera Technical Support

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