Please specify if the request is about an initial configuration, about making edits to an existing one, about support / questions on a potential or existing configuration, or about an issue or defect on an existing configuration.
Please enter an unique Event Identifier: For VX or Studio enter the Show Key. For IR Webcasting (MMC) enter the event URL. If you don't know the identifier or if your request does not refer to a specific event please enter NA.
Requests might require custom development work that needs to follow certain approvals and scheduled release cycles.
Please support our efforts by providing a reasonable target date to allow proper prioritization. If you have no target date, please leave the field empty.
Choose if the event is using Notified Conferencing through MMC to Studio, even if the issue is not from the audio.
What is the primary region where the incident is happening?
To avoid unnecessary delay, please enter the ShowKey for the event or webcast.
Numeric entries only
If this ticket is for a webcast, please enter the diagnostics. If you do not know the diagnostics, please enter the webcast name.
Please provide a detailed description of the request or report, including pertinent related information. This may include login or registration links, device information (browser/OS/device), related Solution Center articles, etc. Screenshots are highly recommended whenever applicable and can be attached at the bottom of this form.
If you do not know the root cause, leave this field blank.
Please provide any relevant customer follow-up information such as:
Who is in communication with the client
- Date/Time of Initial Client Contact
- Client-Facing Escalation Process
- Current Client Status
- Account Stakeholders
- Client-Side Operational Contact
- Client-Side Stakeholders
Has the client specifically requested an official write-up pertaining to the issue?
Please provide any relevant additional notes such as:
Date and Time of Reported Incident
- Incident Duration
- Number of Users Impacted
- Total Number of Users
- User Experience
- Speaker Names(s) and Title/level
- Project Manager / Engineer
Note the Notified PM, producer and/or engineer for the event. If the event was self-service or hybrid, please label as such.
Please enter the Notified Contacts you usually work with on the event. This could be Project Manager, Customer Success Manager, Technical Account Manager, Account Manager, Sales Engineer, etc.
Please enter an identifier your request refers to. This could be an Agreement ID or a Teamwork URL.
If you don't have any identifier please enter "NA".