Technical Support

SumTotal provides technical support for customers that have purchased our Customer Care Plan (CCP).

Support Resources

• Information necessary to submit an issue with Technical Support
• Product Support Policy

E-mail Support

We offer email Support for customers on CCP. We recommend that only questions that are not urgent be submitted to contactsupport@sumtotalsystems.com. The E-mail address is monitored during North America hours of operation.

Hours of Operation

• Phone office coverage is 8:00 am - 8:00 pm EST, M-F except holidays
• SumTotal customers receive 24x7 services (after hours and holiday coverage is provided via pager)

Telephone Support

• For information concerning how to Contact us via Telephone, please click here.
  

Contacting Technical Support

To help us better assist you, when you contact us for technical support, please be prepared to provide us with the following information:

• Your name, phone number and company name.
• The incident number, if referring to an open problem.
• Product name and release number.
• Type of issues - System or End-User.
  • Systems issues include questions about or problems with installation, application of PTFs/fixes, ABENDS, system errors, utilities, interfaces to applications, and operating environments.
  • End-User issues include creating/updating courses or reference and help material, uploading information, maintaining files, and administrating courses and students.
• When the problem began, whether it can be reproduced, and how severe it is.
• The complete text of any error message.
• Circumstances or events that led to the problem, including any changes in your environment.
• Any known PTFs or fixes applied to your system.

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PHOENIX/PREFERENCE Release Support Policy

SumTotal will provide full technical support for the current release and one release back. Older releases will receive limited support(**) . Clients on a release no longer fully supported due to the General Availability (GA) of a new release will be given a six-month grace period to upgrade to a fully supported release.

Note (*) On May 1, 2009 release 7.8.0 moved to Limited support status.

Note (**) Limited support means that product questions will be answered. However, if the client issue requires a new fix to the software, then the client will have to upgrade to a fully supported release. New fixes are only created for fully supported product releases.

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If you would like to talk with us about how we might help you strengthen your learning and development, talent and employee performance, please call us at 1-866-SMTOTAL (866-768-6825) and ask to speak to one of our sales professionals, or use our online contact form to have us contact you.