If you need any extra help solving issues that are not explained in the manual or online help videos you can get technical support from one of our support staff members. Click "Support Center" at the top of the page.
Your support center will appear with a list of any open support tickets you may have submitted.
New Support Ticket
The most efficient way of receiving help with AlarmBiller is through submiting a support ticket outlining the issue you are encountering. Once you save this ticket, it will be sent to our support center where someone will respond as soon as possible.
Click "New Support Ticket" in the upper right corner.
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Status
Select status of the support ticket from the dropdown box. The status will most likely be "Open" since you are asking a new question that has yet to be resolved.
Cetegory
Select the category this question falls under from the dropdown box.
Priotity Level
Select the issue's priority level from the dropdown box.
Description
Enter a detailed description of the issue you are having.
*Note: Please include customer name and/or number if referring to a specific customer.
Add Note
A representative will respond to your question in the notes section below which you will be notified of via email. If you need to communicate information back to the representative, add a note in response. Edit fields by clicking the space beneath each header.
Enter Note
Enter the note in the white space under the "Note" header.
Type
Select the note type from the dropdown box.
Standard
This is an internal note at the system level.
Critical
This is an internal note at the site level that will appear every time you open the Support Ticked Details Page
Expiration
"Expiration" only applies to critical notes. Select the date and time you would like the note to expire. The note will no longer appear everytime you open the Support Ticket Details Page after this date.
Save
Click "Save" to submit the support ticket without an attachment.
Save and Add Attachment
If you would like to add an an attachment from your documents to the support ticket, such as a screenshot of the issue you are encountering, click "Save and Add Attachment".
Select File
Click "Select files..." on the left side of the screen and select the file(s) you wish to add from your documents. The added file(s) will appear in a list below.
Save
Click save in the upper right corner to submit the attachment(s) to the support center.
The Support Ticket Details page will appear.
Support Ticket Details Page
To view and edit information about a support ticket click the blue "#" hyperlink to the left of the ticket.
If the ticket has any status besides "Void" you can edit fields as you wish (see new support ticket fields), and save to resubmit the changes.
Support Center Tabs
The "Open", "Host Resolved", "Completed", and "Void" tabs sort your support tickets based on their status.
Open
Open support tickets are issues that have not yet been resolved.
Host Resolved
If support was able to resolve your question/issue, the ticket's status will be changed to "Host Resolved" and will appear in this tab. If you feel the problem is still not fully resolved, you can change the ticket's status back to "open" and add a new note for further assistance.
Completed
Completed Support tickets will appear in this tab.
If support has fully resolved your issue, change the status to "Completed".
Voided
Voided support tickets appear in this tab.
If you submitted a support ticket that you no longer need answered you can void this ticket by changing the status to "Void". Voided support tickets can no longer be edited.
Help
Click this link to view the AlarmBiller manual?????
