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Technical Support Ticketing System Upgrade

We are excited to announce that in an effort to improve and enhance our technical support operations, we will be migrating our online ticketing system to a new platform in early March.

The migration to the new system will occur automatically and should not interfere with any operations or open tickets.  All of your current account information will be loaded into the new platform in early March, and you will receive an automated email that morning to set up a password for your account in the new system.  For your convenience, our support website address will remain the same, https://support.ptisecurity.com/.

If you are a Preferred Technical Support customer, your support agreement plan will also automatically migrate to the new support site.

Whether you are a preferred customer or not, you will need only to follow the link in the automated email and set a new password to complete your registration - we will take care of the rest.

We are excited about this upgrade, and believe this platform will be a more user friendly alternative to our current ticketing system.  The new platform will also give us the ability to better track and respond to tickets and proactively fix and manage any recurring issues.

Support for StorLogix 3 and earlier is ending July 1, 2016. Read the full announcement.

In order to streamline support requests and better serve you, we utilize a support ticket system. Every support request is assigned a unique ticket number which you can use to track the progress and responses online. For your reference we provide complete archives and history of all your support requests. A valid email address is required.

Our courtesy technical support center is open Monday through Friday 8am to 8pm Eastern Time. A technical support representative typically will follow-up with you either via email or telephone within 24 hours of your request. If your request is made on the weekend, we will respond on the next normal business day. This follow up will provide you with information that you can use to troubleshoot and/or correct the reported issue. Please note that support requests are prioritized and responded to based on the issue and the number of requests that are currently being handled. If you have an urgent issue or an issue with your gate operator we recommend that you contact your local dealer or installer for onsite assistance.

If you need to request an RMA (Return Merchandise Authorization), please visit rma.ptisecurity.com

Don't forget to check our online Quick Help Documents at www.ptisecurity.com/resources/.



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