Support Request Form

Please fill in the form below to request support. The required fields are marked with a *. Please fill in as much of the form as possible. The more information you give us, the faster we can resolve your issue.

We respond by email so make sure your email address is correct.

Contact Information
*Name:
*Email:
*Phone:
*Company:

Product Information
*Product: (select) CMS DXH eWebEditPro Other
*Version: 9.0 Beta 1 8.7 8.6.1 8.6 SP1 8.6.0 8.5.0 SP3 8.5.0 SP2 8.5.0 SP1 8.5 FAST - Pre-Release 8.5 8.5 RC2 8.5 RC1 8.0.2 SP5 8.0.2 SP4 8.0.2 SP3 8.0.2 SP2 8.0.2 SP1 8.0.2 8.0.1 SP2 8.0.1 SP1 8.0.1 8.0.0 SP1 8.0 7.6.6 SP5 7.6.6 SP4 7.6.6 SP3 7.6.6 SP2 7.6.6 SP1 7.6.6 7.6.5 SP4 7.6.5 SP3 7.6.5 SP2 7.6.5 SP1 7.6.5 7.6.1 SP4 7.6.1 SP3 7.6.1 SP2 7.6.1 SP1 7.61 7.6 SP2 7.6 SP1 7.6RC 7.6 7.5.4 SP2 7.5.4 SP1 7.5.4 7.53 SP2 7.53 SP1 7.53 7.52 SP3 7.52 SP2 7.52 SP1 7.52 7.51 SP1 7.51 7.50 7.04 7.03 7.02 7.01 7.00 6.16 6.15 6.14 6.13 6.12 6.11 6.10 6.1 6.06 6.05 6.04 6.03 6.02 6.01 6.0 5.15 5.14 5.13 5.12 5.11 5.1 5.0 5.01 5.02 5.03 5.04 5.05 5.06 4.85 4.84 4.82 4.81 4.80 4.79 4.78 4.77 4.76 4.75 4.74 4.73 4.72 4.71 4.70 4.53 4.52 4.51 4.50 4.01 4.00 3.80 3.73 3.72 3.71 3.70 3.62 3.61 3.60 3.51 3.50 3.05 3.04 3.03 3.02 3.01 3.00 2.61 2.60 2.52 2.51 2.50 2.14 2.13 2.12 2.11 2.10 2.04 2.03 2.02 2.01 2.00 *****eWebEditPro Versions***** 1.8.0.12 2.0.0.22 2.0.0.34 2.1.0.04 2.5.0.09 2.5.0.15 2.6.0.04 2.6.0.07 3.0.0.04 3.0.0.07 3.1.0.04 3.1.0.11 3.1.0.13 3.2.0.05 4.0.0.11 4.0.0.12 4.0.0.14 4.1.0.07 4.2.0.09 4.2.0.11 4.2.0.12 4.3.0.08 4.4 4.4.0.27 4.5 5.1.0.27 5.1.0.41 5.1.0.43 5.2.0.08 5.2.0.09
Locating your version: Open the workarea, click on Settings, then Configuration, and finally Setup. At the top will be the version number.

Additional Information
*Subject:
*Description:

Optional - Please select files to upload that may help your support representative with this issue.

Files to upload:

Ektron support hours are Monday thru Friday from 8am EST to 8pm EST. Issues submitted after 6pm EST may not get a response before 8pm, but will be handled first thing the next business day.

Files may take some time to upload. Please only click the button once to submit your ticket.

STANDARD SUPPORT PROCESS

• All new support requests are assigned a case number in Ektron’s case tracking system. This case number should be used as a reference for all correspondence with Support.
• All incoming support cases are reviewed and assigned to an appropriate, available Engineer according to Priority. Initial response by the assigned Support Engineer may involve clarifying questions, requests for more detail and/or diagnostic information or coordination for a call or online troubleshooting session. Any or all of these may be repeated as necessary during the resolution cycle of the case.
• Normally no support cases are closed without confirmation by the Customer. Ektron Support may mark the case “On Hold” or close it with an unconfirmed status if Customer fails to respond after numerous contact attempts.
• Ektron also maintains a Developer Center Site which contains useful developer oriented forums and a News & Updates section which includes announcements of upcoming Releases, Release Notes and other useful technical information.