How do I submit feedback or report an issue?
This article applies to all MetaDefender IT Access account holders with either free (see Option 1) or paid (see Options 1 and 2) MetaDefender IT Access products installed.
Option 1: Support via the Portal
All MetaDefender IT Access account holders using either free or paid products are welcome to open a Support Case with the OPSWAT team, or contact us by Chat or Call.
Users are also free to ask the community on our OPSWAT Expert Forum.
New OPSWAT Portal users will need to activate their MetaDefender IT Access accounts before they are eligible to submit a Support Case.
When logging a Support Case, the following details will be requested by the OPSWAT Team:
- Subject: A brief summary of your issue.
- Priority: An honest, educated summary of the priority of the issue to you/your organization. Is it an operational Blocker, Critical, Major, Minor or trivial?
- MetaDefender IT Access Account Email Address: The email address associated with your MetaDefender IT Access account.
- Environment: Details of the device or environment with the issue, including the operating system, software platform, and/or hardware specifications.
- Description: A description of the issue, including its effects, its frequency, and actions taken that may have triggered the issue or, if the root of the issue is unknown, triggered its effects.
Attachments: Supplemental files and other evidentiary/explanatory details such as screenshots, logs, etc.
Option 2: Support via the MetaDefender IT Access Console
This option is not available for free account holders.
- Log into the MetaDefender IT Access Console and navigate to the Help Center by clicking the link in the lowest left-hand corner of the screen, as illustrated below.
- From the help center page, click the link to Go to Support Portal, as illustrated below.
