Services and Support

Access the Eptura Customer Hub

1. In a browser, open https://customer.eptura.com/ 
2. Click the Log in button. The login screen displays.
3. If you need to request access, then complete the access request form.

4. In the Username field, enter in your Eptura username. This may be in the format of your <email address>.eptura and .eptura added to the end. For example john.smith@company.com.eptura
5. In the Password field, enter in your password.
6. Click the Log in button and the Eptura Customer Hub home screen displays.

View your existing Support Cases

You can quickly view and work on your support cases. 

From the Eptura Customer Hub home screen:

1. Click the My cases menu option.

2. The My Cases screen displays.

3. You can either search for the case or you can filter the cases lists.
4. From the My Open Cases drop-down and then select either: All / My Cases, All / My Closed Cases, All / My Open Cases, Recently View, or Recently Viewed Cases.

4. When you find the support case, then click the support case and the Case Details screen displays. This lets you interact with our Support team to provide more images about the issue or additional comments.

Create a Support Case

To create a support case for our Support team, you can either use the form or email support (at the above mentioned email address). Let's see how you can create a support case in the Customer Hub.

From the Eptura Customer Hub home screen:

1. Click the My cases menu option.

2. Click the New Tech Support Case button and the Contact Technical Support screen displays.
3. In the Subject field, enter a subject description and as you type, our Knowledge Center articles will display on the right-hand side. 
4. In the Description field, enter the description of the issue.
5. From the Products drop-down, select either Archibus or Archibus for Government you want to submit a support case for.

6. From the Product Version drop-down, select the Archibus product version.
7. In the Customer Name field, enter the your customer name.
8. In the Steps to reproduce field, enter the steps of what you were doing.
9. From the Impact-Scope drop-down, select either:
   
   • 1-2 users
   • Few users
   • Most users
   • All users
10. From the Impact-Function drop-down, select either:
    
    • General question/need help
    • Feature not working as documented, but we have a workaround
    • System slow or performance issues
    • Critical feature not working
    • Can't access the system
11. From the Urgency drop-down, select either:
    
    • Not urgent
    • Minimal import / info request
    • Annoying but manageable
    • Causing significant delay
    • Blocking daily operations
12. In the Environment/Instance field, enter the environment or instance's name.
13. You have the option to include images or files to the support case. Either:
    • Click the Upload Files button and upload the files.
    • OR drag and drop the files onto the Or drop files button.  
14. Click the Submit Case button. The Support Case is submitted and the Case number displays on the screen and an email notification will be sent to your email address.