Manage Cases

You can use the Cases page in the IRIS Community to raise a new case or manage an existing one.

Choose the right team

To help us direct your case to the right team first time, please select the most relevant option from the Team dropdown menu when raising a case: 

• Technical Support – help with our software

• Billing Ops – invoices and licence queries

• Credit Control – payment and statement queries

• Renewals – queries relating to your renewal

• Professional Services – queries about Professional Services engagements

• Customer Relations – if you need to raise a complaint. For more information, please click here.

How to raise a case

For information on how to raise a case visit Create a case.

Priorities

Technical Support	Non-Technical Support
P1 : System outage, data loss, security breach	P1 : Business critical issue
P2 : Major feature failure, degraded performance	P2 : High-impact issues, account or billing issues
P3: Minor bugs, non-urgent issues	P3 : Important but non-urgent issue, minor disruptions
P4 : General inquiries, cosmetic issues	P4 : Non-urgent inquiries, general product question