Support Process
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Bookmark the OPSWAT Support portal at https://support.impulse.com
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Open a Support case with all your approved contacts, including
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Full Name
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Job Title
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Email Address
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Preferred Contact Number
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Contact us early and often!
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If your issue is network related, we’d like to know, even if you’re not sure SafeConnect is involved.
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Best case, we can track something down in SafeConnect that saves you a lot of time troubleshooting.
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Worst case, we can work with you to rule out SafeConnect so you can focus your efforts more effectively elsewhere.
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When opening a case, please always include these 3 things
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How soon do you need a response?
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This is by FAR the most important factor!
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If you have a P1 issue, please choose the highest severity and impact dropdown options when creating a case.
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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
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MAC address of an affected device
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This helps our Support team get started troubleshooting immediately
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Brief, specific description of the user experience
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Please be as clear as possible. Examples:
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User gets the right VLAN, but can’t pull an IP address
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Mobile device unable to associate with the secure SSID
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User is able to browse when they should be blocked
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DNS lookups failing
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