Online Support

For online support, Designated Support Contacts can submit a Technical Support Incident by logging into the SumTotal Customer Central.

For information regarding ToolBook Support, please click here.

For Phoenix and Preference customers, please click on the Phoenix & Preference tab above.

Contact us via Email

For general inquiries or comments unrelated to support incidents, please submit your requests to contactsupport@sumtotalsystems.com .
(if you need to submit a support incident, please see the Online Support section above or contact us by telephone at one of the numbers listed below.)

To escalate an existing incident, or if you need to contact Support Management, please submit your request to supportescalations@sumtotalsystems.com .

For questions or comments about Knowledge Base articles, please submit your requests to kbadmin@sumtotalsystems.com .

Contact us via Telephone

For support via telephone, please call the phone number below associated with your geographic region:

Priority Levels

When a customer contacts SumTotal for assistance, the case is logged and the customer receives a reference number. The case is categorized by priority, based on the descriptions listed below. The customer is also able to assign the priority level to a case when submitting a case via the SumTotal eService Portal. SumTotal Customer Support will review the priority level chosen by the customer, and will adjust it as needed, based on the descriptions below and the business needs of the customer.

In partnering with you to establish a priority level for your case, it is our philosophy to match your sense of urgency. Please note that Priority 0 is reserved for only Production Environment Outages where your Production Environment is completely down.

Designated Support Contacts

The number of Designated Support Contacts (DSCs) per customer is based on the level of support purchased. The DSCs may authorize changes to the contacts list and may also receive notifications from Customer Support such as announcements of service pack releases. If an unauthorized individual contacts SumTotal Support, they will be directed to one of your DSCs. To change Designated Support Contacts, simply have an existing DSC submit a support request and indicate the change. Provide the new contact's name, title, email address and telephone number.

eService Case Management Portal

We offer the convenience of an eService Portal which enables Designated Support Contacts within your company to submit, view and add comments to Support Cases via the web. We trust you will find this a beneficial and efficient method to review your SumTotal Support activity and receive alerts when Support Cases are updated. The DSC Guide to eService can be downloaded from this page and will help you to access, navigate and leverage the features of our online resources and support.

Escalation Process

It is our goal to ensure you are 100% satisfied with your SumTotal experience. We welcome your feedback and want to ensure your success with our products. If there is anything we can do to improve your experience, please don’t hesitate to let us know.

If you have concerns with a specific Support Case and would like a Support Manager to engage, you may Escalate directly from your Support Case and you will be contacted within 4 hours. If you have general feedback for Support or are simply unsure of where to go with a specific issue, you can e-mail us at contactsupport@sumtotalsystems.com. This mailbox is monitored during all business hours.

Total University teaches you to leverage the SumTotal Suite effectively. With our classes you will:

• Be trained by the world’s foremost LMS and EPM business consultants. Our trainers maintain a customer satisfaction rating of 9.2 out of 10.
• Realize a faster return on investment.
• Receive a full range of hands-on training and education services.
• Leverage onsite and remote courses to ramp up your team.

Visit our course listing to learn how your team can benefit, or sign up today using our online course schedule. If you have any questions or need assistance registering please contact the Services Operations Coordinator at 650-930-4782.

ToolBook Training

ToolBook offers training that is specific to the individual product offerings as well as customized training to meet each of the customers learning needs. Our training consultants not only impart training on the basics of ToolBook but also provide you with the best practices, tricks and quick tips that will help you get the most out of ToolBook. ToolBook offers a wide range of flexible training opportunities at various levels both onsite and virtual.
Know more >>

ToolBook Support

Get prompt responses to your questions and assistance with challenges while developing authoring projects. Our Support program ensures timely notification of product upgrades, service pack releases and other updates to ToolBook. Apart from the traditional support desk, get invited to our ToolBook web seminars that cover a wide variety of topics on ToolBook by subscribing to ToolBook Technical Support Services.
Know more >>

Looking for articles on technical support topics? Search the comprehensive ToolBook KnowledgeBase
Know more >>

SumTotal Phoenix & Preference

For over 30 years, we have been dedicated to supporting SumTotal's mainframe customers. Our experienced team of developers and support personnel is committed to maintaining and improving the PHOENIX® and PREFERENCE® products.

We are proud to announce the availability of Release 8.1 for PHOENIX® training system and PREFERENCE® online help and reference system. Release 8.1 is a continued demonstration of SumTotal's commitment to ensuring its mainframe customers an ever-evolving software product designed to meet their needs.

Online Support

For Phoenix and Preference customers, you are welcome to submit incidents or contact Support Management by sending emails to phoprefsupport@sumtotalsystems.com. For additional support information concerning Phoenix or Preference, please click here.

Phoenix

PHOENIX Mainframe allows you to manage all phases of the computer-based training (CBT) life cycle-from design through evaluation. And your students and authors have to learn only one product. Learn more...

Preference

PREFERENCE is a centralized online help and reference system that works concurrently with your existing mainframe applications. It solves the immediate problems of workers who use these applications to do their jobs. With PREFERENCE, employees receive consistent, reliable assistance without depending on co-workers, supervisors, manuals, help desks, or trial-and-error. Indeed, PREFERENCE offers the high-value mentoring employees need—at the exact moment of need. Learn more...

Phoenix and Preference Product Information

• Documentation
• Phoenix/Preference Release Support and IBM Compatibility
• Product Announcements & Product Memos
• Release Information
• Technical Tips
• Zaps and Patches

Order Forms

Click here to request a Phoenix/Preference Expiration Code or to request the latest release of Phoenix and Preference.

Product Suggestion Form

Click here to submit a mainframe product suggestion. Remember to choose SumTotal-Mainframe from the Select the Product Family drop down list.

Phoenix and Preference Product Support

Mainframe customers can access support via the SumTotal Customer Central.
To have your username and password emailed to you, click the Forgot password? link on the right of this page.