Manage Cases

You can use the Home or Assets (Productcts) page, or from within an individual Assets' page in IRIS Community, and locate the Create Case section.

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 – Assistance with licence activation, or if you need technical support with our products.

• Billing Ops – Questions about how you've been billed, charges on an invoice, or for licence generation.

• Credit Control – Make a payment, set up or query a Direct Debit, and request statements or invoice copies.

• Renewals – Questions about your upcoming renewal, pricing changes, or changes to your agreement.

• Customer Relations – If you'd like to raise a complaint or discuss a concern about your experience. FOr more information, click here.
  

How to raise a case

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

Ticket Prioritisation

For details on how tickets are prioritised, please visit Service Level Agreements