SUPPORT & SERVICES

Support

SCRIBE SUPPORT

Scribe > Support & Services > Support

Media Library

More Media Open Media

Less Media Close Media

Intro to Support

Click here to watch a short video that takes you through an introduction to Scribe Support.

First-level support for Scribe Insight is provided by Scribe partners. If you are a customer and not currently working with a Scribe partner, we will be happy to assist you in locating a quality partner for your implementation needs. Scribe strongly recommends product training as the first step in self-support. For more information about training, please visit our pages for Customer or Partner training. For Product Updates, Product Roadmap, Knowledgebase and more, please click on the appropriate link in the left-hand navigation.

Free Support Resources for Customers and Partners

Scribe offers several support resources at no charge to our customers and partners. To take full advantage of our free support resources, you will need to register for an OpenMind login:

The Scribe Knowledge Base is a searchable knowledgebase that supplies the most up-to-date technical information from Scribe support. The Knowledgebase is continually updated with new troubleshooting tips, frequently asked questions, and technical bulletins. Make it the first resource to check when you encounter a technical issue. The Knowledge Base includes:
Clean and relevant knowledgebase articles
Consolidated resources from multiple locations into one location: former Answerbook articles, technical workshop library, and the discussion forum
Improved search capability, syntax help and meta tag clouds for quick reference
New: Scribe monitors will review submitted questions and answers, and once they have been verified the entry will be marked “Scribe Approved”. This will ensure that readers can tell if content has been officially approved by Scribe, or if it is a helpful suggestion not yet verified by Scribe.
All partners and customers can view the knowledge base in read-only mode without a login. Users with a login to OpenMind will be able to post questions and replies, get notified of additions to a chosen topic, and more
OpenMind is a valuable support resource that is constantly being updated and is open to everyone. If you would like to post information, questions, responses, and more you will need to request an OpenMind login. If you are a Customer or Reseller, you should request an OpenMind login as there are secure items which are only accessible with login privileges. Visit the Forums & Knowledge Base tab for the most relevant support information.
Scribe Help Library The Scribe Help library is an on-line collection of Scribe's Help files for adapters and templates. Use the Scribe Help library to get the information you need about installing, testing, and deploying Scribe’s adapters and templates.
For installation and product registration issues only, Free Telephone Support is also available Monday - Friday, 4:00am-8:00pm Eastern Time at 1.603.622.5109, Option 3.

Paid Support Resources for Customers and Partners

Scribe Customers
First-level support for Scribe Insight is provided by Scribe partners. If you have already worked with your Scribe Partner and now must open a technical support incident, you must first purchase a support incident through online ordering, then open a technical support incident via SupportWeb.

Scribe Partners
To open a support incident for a customer, log in to SupportWeb. Please be sure you have first purchased incidents on behalf of yourself or your customer, through online ordering, prior to logging a support incident.

What is a Support Incident?

Support Incidents are used to address any of the following issues:

Failure of the software programs to perform in accordance with the related documentation in any material respect
Any encountered error that affects software program performance
Specific questions about the operation of the software or feature capabilities
Use of support incidents is not intended to address design related questions, explanation of procedures outlined in the software documentation, or to take the place of Scribe Training or Consulting Services.

Availability of Technical Support

Scribe provides technical support Monday through Friday, 04:00 – 20:00 Eastern Time, excluding specific holidays. Please refer to the Scribe Support Calendar for details on specific holidays.
If support is needed during non-supported hours, contact your sales representative to discuss your options.
All Incidents must be registered with Scribe via Scribe SupportWeb or the Scribe Technical Support Hotline.
SupportWeb: http://www.scribesoft.com/SupportWeb.asp
Technical Support Hotline: +1 603-622-5109 option 3
For critical issues, please phone the Scribe Technical Support Hotline to speak with a Support Representative.