If you find a problem with your Verint Community product as a paying, licensed customer and report it by opening a support ticket, we will assign a severity based on the effect the problem has on your community.
When you contact us to open a support ticket, we will help you with:
If you want to add new features or enhance existing features, you must use the Verint Community Platform APIs. No other custom development is supported. Please visit our Version Specific Documentation and Forums for more information on developing on the Verint Community platform.
Review our Verint Global Maintenance and Support Plan (PDF) for more detailed information.
Please create a case using the support portal on community.telligent.com. If you do not have access to the “Create Case” and “View Case” buttons on the homepage, please contact your Customer Success Manager to assist. If you do not know who your Customer Success Manager is, please contact us.
Unless your site is unavailable or you are dealing with a sensitive issue, such as a security breach, we request that you start your support request in the forum of your version and provide a link to your issue when you open a support ticket.
Please provide us with as many details about the problem in your forum post as possible:
Review our Verint Global Maintenance and Support Plan (PDF) for information about severity and response times for reported issues.
For additional information, please see the Service Packs section of our Support Policy.
Review Verint Community Lifecycle Milestones for information about when products move through our lifecycle process.
Review Product Lifecycle for CES Products (access to this page does require login) to learn more about the definitions used in our Lifecycle Milestones.
The Verint Community customer support team is available (Americas) Monday through Friday, 8 a.m. to 6 p.m. Central time, except for U.S. holidays; (EMEA) Monday through Friday, 8 a.m. to 6 p.m. GMT, except for U.K. holidays, as listed below: