Accessing the Support Portal
One of the primary methods for contacting the InvestGlass Support team is through the online InvestGlass Support Portal.
You can find it from here click on ? Need Help
You can also use the chat sales button in the bottom right.
Details to include in your message
We encourage you to include as much of the following as makes sense for your situation.
- Clear Description
- Instance URL
- Instance Version and Edition
- On-Screen Errors or Messages
- Browser Console Errors
- Log Errors
- Pictures & screenshots
- Diagnostic File
- Other Log Files
InvestGlass Support currently provides local support by three regions: EMEA. Based on the physical location of your company, your support window will align with one of the following windows:
Support CenterBusiness EMEA : Hours 8AM - 6PM CET (Monday - Friday)
While we strive to resolve issues as quickly as possible, please note that our response times depend upon the service level of your subscription as well as the priority level (P1, P2, or P3) of the issue. The priorities are defined as follows:
P1 - 1 hour (24x7x365)
P2 - 4 business hours
P3 - 1 business day
Please note that additional fees may occur to benefit from P1, P2, P3. Please contact us at firstname.lastname@example.org
During observed Swiss holidays, InvestGlass Support operates at a reduced capacity. Staff will ensure that any P1 issues are responded to as quickly as possible.