Access the CollabNet Support Portal by going to:
CollabNet Support login
To report a problem or issue to CollabNet, use this web-based case submission and management tool. Login information for the Support Portal is provided during your On Boarding call or you can contact us
to get your credentials.
Gold and Platinum customers can call the hotline numbers to report an issue.
US Domestic: +1.800.211.3047
CollabNet provides email-based support for Silver, Gold and Platinum customers. Email communication is integrated into the CollabNet Support Portal so that the history of all issues is captured.
Escalations in CollabNet Support process are classified into two types:
Technical escalation cases are handled with the same response time SLA as per the priority chosen.
Customers have the following options to escalate cases:
Customers are encouraged to use any combination of the above support escalation processes to drive the appropriate response. Any questions can be directed to any member of your account team. The continual improvement of the customer support experience is a collaborative effort between CollabNet and our customers.
Every time you close an issue related to a CollabNet Product, CollabNet sends you a survey. The CollabNet Customer Satisfaction manager reviews the returned survey and, based on a set of QA processes, selects cases to follow up via phone. You can take full advantage of this opportunity by providing feedback whether good, bad, or neutral.
Your feedback will help us to improve the CollabNet Support experience.