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Willow Technology Online Technical Support
support.willowtech.com
With
Willow's online support, you will be able to
submit technical support requests electronically, browse the frequently
asked questions, and review support requests you've sent previously. You
will still be able to send requests via e-mail; however, if the e-mail
address you are sending the request from hasn't been entered into our
database, you will receive a return message stating that your e-mail has
been rejected. If this should happen, simply send an e-mail to info@willowtech.com
or call us at +1.360.393.4962 with your information and we will enter the desired e-mail address into the
database.
To
access online support, you will need a login and a password. This will
be provided initially by Willow and can be found at the bottom of your
Proof of Entitlement. To login to the support database, go to
support.willowtech.com and enter your login and password. Once
logged in, click on the "Profile" button. This will take you
to your user profile. If you wish, you can change your login and
password here. Also, please take time to fill in any missing information
such as your address and telephone number, and if in the future any of
this information should change, be sure to update it here as well.
To
submit a "ticket" (or support request), login to the database
and click the "New Ticket" button. This will bring up a simple
form that you will use to create a new ticket. When you complete the
form and click ok, it will be sent to our support staff and a
confirmation will be sent to you via e-mail letting you know we received
your request. When a member of our support staff replies to your
request, the ticket will be updated in the database and you will receive
an e-mail notifying you of the update.
To
see the update, click on the "Tickets" button. A table with
all of the tickets you've submitted appears. Clicking on the ticket
number opens up another window where you can view the ticket and the
response from our staff in "read-only" view. If you'd like to
respond to the update, click on the title of the ticket in the Tickets
Table. This provides a view of the
ticket and at the top are two buttons, "Back" and
"Update". Clicking the "Back" button takes you back
to the Tickets Table. The "Update" button allows you to
update the ticket.
To
search the frequently asked questions, click the "Search"
button and complete the form. This will search through tickets
previously submitted by other users. To exit online support and return
to our home page, click the "Exit" button.
While
it is our preference that you take advantage of Willow's online
technical support, we still welcome any support inquiries made by
telephone. If you have any
questions about Willow's online support, please call us at
+1.360.393.4962 or write to us at info@willowtech.com.
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