Support Process

CRITICAL: New customers should complete these steps before continuing!

1. Bookmark the OPSWAT Support portal at https://www.opswat.com/support
2. Open a Support case with all your approved contacts, including
   1. Full Name
   2. Job Title
   3. Email Address
   4. Preferred Contact Number

CRITICAL: Please keep these in mind whenever you think about SafeConnect Support.

1. Contact us early and often!

   • If your issue is network related, we’d like to know, even if you’re not sure NAC is involved.
   • Best case, we can track something down in NAC that saves you a lot of time troubleshooting.
   • Worst case, we can work with you to rule out NAC so you can focus your efforts more effectively elsewhere.

2. When opening a case, please always include these 3 things

   1. How soon do you need a response?

      • This is by FAR the most important factor!
      • If you have a P1 issue, please choose the highest severity and impact dropdown options when creating a case.
      • Always feel free to give us a call as well if you really need a response ASAP. The priority support line is 1 813 607 2771

   2. MAC address of an affected device

      • This helps our Support team get started troubleshooting immediately

   3. Brief, specific description of the user experience

      • Please be as clear as possible. Examples:
        • User gets the right VLAN, but can’t pull an IP address
        • Mobile device unable to associate with the secure SSID
        • User is able to browse when they should be blocked
        • DNS lookups failing