Welcome to Xytech Support
Xytech is dedicated to robust support services for our software solutions to ensure you receive the highest value possible from your investment. We understand that timely assistance is crucial for our clients, and our Support team is committed to resolving issues promptly and efficiently.
Office Locations
Xytech Headquarters is in Chatsworth, California, with additional offices in London, Florida, New York, Texas, Sydney, and China. While our physical offices are strategically located, our Support team operates remotely, with agents based in locations around the globe.
Contacting Support
To ensure a timely response to your questions, please Submit a Ticket through the Xytech Help Center, our agents process tickets in the order received during the following business hours.
- USA Office: Monday to Friday, 6 am to 6 pm Pacific Time
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UK Office: Monday to Friday, 8 am to 6 pm Greenwich Mean Time (GMT)
UTC conversion for times can be found here: World Clock
Xytech:
USA: +1 818 698 4900, (Option 2) / EMEA: +44 203 478 1480
Please note: All numbers are configured to ring all support agents.
Our Support Services telephone numbers are undergoing consolidation to shorten response times and improve our efficiency in handling your requests. As a result, the number for the USA and EMEA will soon be reduced to a single number per region. The above information will be updated when this occurs.
To sign in to the Help Center
Click the following link to log in: Xytech Help Center, alternatively, if you are not yet registered, click on Self Registration for Support for instructions.
We kindly ask customers to initiate a support ticket where a Support agent will be assigned to the request. In situations such as emergencies we do ask after raising the ticket that our customer promptly call the support number for immediate assistance. Your cooperation ensures a swift and effective resolution to urgent matters. Please Click here for more details:
- How to reach Support for Emergencies such as Service Disruption
- Guide to Submitting a Ticket: Understanding Ticket Forms and Their Use
Support Services
Our Support team is well-equipped to assist with most inquiries, including software issues, questions, and feature requests. The Support team should be your initial point of contact and when necessary, will guide you to the appropriate resource to best handle your inquiry.
Streamlined Support Agent Role:
Support Agents play a vital role in issue resolution. They aim to grasp both the reported problem and your intended goal. Once the requirements are clearly understood, Support Agents facilitate the process, collaborating with Product Owners, for review and potential improvements.
Support Agents may seek additional details and encourage including all relevant information, such as screenshots, in the ticket. Providing a comprehensive set of information upfront, alongside the option for remote assistance, contributes to a quick and efficient resolution process.
Support Ticket Resolution Process:
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Ticket Submission:
- Upon ticket submission, the ticket is routed to the appropriate agent to initiate the resolution process.
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Replication and Internal Research:
- The agent meticulously replicates the reported issue and conducts thorough internal research.
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Discussion or Advisory (If Not Replicated):
- If the issue cannot be replicated, our team engages in further discussion or seeks advisory input to better understand and resolve the reported concern.
- In many cases, the issue may already be resolved in the next Major/Minor Release or Service Pack.
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Escalation to Product Management (If Intended Behaviour is Unclear):
- In cases where the intended behaviour is unclear, the issue is escalated to the Product Management team for evaluation.
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Product Management Decision:
- The Product Management team evaluates the issue and renders a decision:
- Declined: If the issue is not within the scope of our software or has known limitations, the ticket is Resolved with a clear explanation.
- Accepted: If the issue is acknowledged as a defect, it is either allocated to an upcoming release or added to a future feature roadmap.
- The Product Management team evaluates the issue and renders a decision:
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Communication of Release Details:
- If the ticket is assigned to a specific release, pertinent details, including target dates (pending Quality Assurance), are communicated to the concerned parties and updated as needed.
Help Center Benefits
The Help Center is a valuable resource for you to use, not only for viewing and submitting support ticket requests but also as a knowledge base with resources such as:
- Tickets raised by you or your organization
- Product Knowledge Base
- Release documentation
- Troubleshooting documentation, including API documents and Equipment Guidelines
- And more…
Use the following links to our website for useful tutorials, and the latest news
Submitting a ticket through the Help Center is convenient, providing a streamlined process for issue resolution.
Visit the Xytech Help Center for a comprehensive support experience.
Thank you and welcome to Xytech Support!
Kirsty Hudd, Customer Support Manager, and the entire Support team…