IssueManager

IssueManager is PLEXOS' online support tool. All problems, questions and suggestions can be entered and tracked here. Registered users have access to the knowledge base and product updates through IssueManager. Click the link to the left to access IssueManager.

Support Levels

PLEXOS international offers three standard levels of Support Agreements:

• Silver - entitles the holder to updates for their licensed software, access to the IssueCenter and a single Point Of Contact (POC) for business hours (US Central time) telephone support.
• Gold - adds version upgrades and an additional POC to the Silver level.
• Platinum - adds a specified number of POCs and 24/7/365 telephone support to the Gold level.

A Custom Support Agreement can also be developed to meet the requirements of any client. On-site support can be provided, at additional cost, whether or not a Support Agreement is in place.

Online Support

PLEXOS international provides online support through the IssueManager, an InfoCenter application. The IssueManager provides a convenient, web-based interface for reporting problems and requesting enhancements. All Issues posted to the IssueManager are assigned to the appropriate development team and are tracked in the InfoCenter through the resolution process. Email notifications are sent as each step of the process is begun and completed.

If a developer or tester needs additional information about an Issue, a Clarification is entered and the appropriate person is emailed. Files may also be uploaded to the IssueManager when needed to help resolve an issue. New product versions and updates can be downloaded, as well.

Go to the IssueManager

Phone Support

Our standard support policy provides a manned telephone support line during normal business hours. For applications and clients requiring 24/7/365 support, a Platinum Support Agreement is required.

Incoming support calls are referred directly to the appropriate developer whenever possible. The person who takes the support call is generally the one who is responsible for the code in question.

For support, please call:
1-866-753-9873
or
1-225-218-8002

On-site Support

In some cases, on-site support is either required or is requested by the customer. On-site support is provided on an "as needed" basis, outside the scope of the standard Support Agreements.

On-site support can also be provided through a Custom Support Agreement. Please contact PLEXOS international sales for more details.