Support Process
CRITICAL: New customers should complete these steps before continuing!
Bookmark the OPSWAT Support portal at https://www.opswat.com/support
Open a Support case with all your approved contacts, including
Full Name
Job Title
Email Address
Preferred Contact Number
CRITICAL: Please keep these in mind whenever you think about SafeConnect Support.
Contact us early and often!
If your issue is network related, we’d like to know, even if you’re not sure MetaAccess NAC is involved.
Best case, we can track something down in MetaAccess NAC that saves you a lot of time troubleshooting.
Worst case, we can work with you to rule out MetaAccess NAC so you can focus your efforts more effectively elsewhere.
When opening a case, please always include these 3 things
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
MAC address of an affected device
- This helps our Support team get started troubleshooting immediately
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