This article offers a step-by-step guide for contacting support via HelpDesk. It will walk you through submitting a support ticket to ensure you receive timely assistance with any Caldera software issues.
Continue reading or watch the following video (early video in English):
Where to submit a request?
If you encounter an issue that cannot be resolved using the documentation and technical articles available in HelpDesk, you can reach out to a technician from our technical support team by clicking here.
Additionally, from the current HelpDesk interface, you can submit a request directly by using the designated buttons, which are available:
Tips & tricks
You can access HelpDesk:
- Through WorkSpace, by clicking on the Help Center button at the top right.
- From Caldera.com (click on Services and then Login to HelpDesk)
- Or from the CalderaDock application and accessing the Direct Access tab.
Request form
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At the top of the page you will find the Ticket Priority Guidelines applicable to active subscriptions and maintenance contracts.
Info
- PrimeCenter and Caldera Direct-to-X RIP: Caldera provides support to all users, as these are subscription-based products.
- CalderaRIP: Support is available exclusively to those users with a CalderaCare contract or an active CalderaRIP subscription. If you do not have either of these, please contact sales.
In both cases, our technical support team will prioritize your request based on the Service Level Agreement (SLA) and the severity of the issue, guaranteeing a response within 2, 4, or 8 hours.
- The request form begins with an optional CC field, allowing you to send a copy of your request to additional recipients if desired.
- Select whether you need help learning how to use something or if something is not working properly.
- Choose the subject of the request (licenses, network, etc.).
- Indicate your product and its version.
- Add the Access Number of your license.
- Add a subject.
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Then, describe the encountered problem. Please provide as many details as possible related to your issue to speed up the request processing.
Recommendation
If you already have it, it's advised to include your TeamViewer ID and password so that the Caldera support team can have remote control of your system if needed. How to install TeamViewer?
- Also, do not hesitate to provide screenshots or additional photos that could help our team understand and fix the issue.
Once your ticket is complete, click the Submit button. This will open the request page with a summary of your current issue.
Communication with the support team
You can easily communicate with a Caldera technician directly from your email inbox. Simply reach out to them using your email address.
If your issue has been resolved, please inform the Caldera support team, and the assigned technician will close the ticket.
Once a ticket is closed, you will need to open a new support ticket for any future inquiries to ensure proper visibility and guaranteed response times.
Follow your requests
Access all the tickets you have submitted by navigating to the My Activities section. You can find this section in your profile, located in the HelpDesk header:
Here you can view the status of your requests:
- Open: A ticket that has been assigned to an agent who is actively working to resolve it.
- Awaiting Your Reply: A ticket that has been assigned to an agent, but they are waiting for additional information from you before proceeding.
- Solved: Indicates that the work on the ticket has been completed.
By clicking on a ticket, you can view a summary of your current issue. This allows you to access the conversation with a Caldera technician and reply directly within the portal. You can also find this conversation in your email inbox, enabling you to communicate with the technician from your email address.
If your issue has been resolved, please notify the Caldera support team so that the assigned technician can close the ticket. Alternatively, you have the option to mark the issue as solved yourself.