We're committed to delivering the best possible user experience, and part of that commitment is giving you the power to create support cases. We believe in making your journey with our software as smooth as possible, and our support request system is designed to do just that.
When submitting a support request, you are opening a line of communication with Microvellum's support apparatus, will be able to find the quickest, most effective, and easy way of determining how your issue can be resolved. When opening a support case, you will be able to determine whether the issue has been addressed in documentation with the help of the Microvellum's Support AI, and if not, speak directly with our dedicated support team.
Before submitting a support request, it is recommended to consider specific things in preparation for conversing with either the Support AI or a Microvellum Support team member.
To create a support case, you will need to access the Microvellum Client Portal at http://portal.microvellum.com and navigate to the "My Cases" section. Here, you'll find the "Submit A Request" button conveniently located in the upper-right corner of the page.
This will open the Messenger to allow you to communicate with Microvellum's Support AI agent. Once open, the Support AI is capable of answering questions regarding your issues, or else direct you to where any information being requested can be found, be it in the Microvellum Portal, software, or on the Microvellum website. If your issue or question is detected to be covered by a piece of Microvellum documentation, the Support AI will be capable of comprehensively answering it, drawing from the Knowledge Base and citing the specific articles it drew its answers from, to allow users to find the most pertinent articles on the topic.
When asking any questions of the Support AI, it is relevant to try to follow some fairly simple guidelines:
Be as detailed as possible with your question. State the full question (such as "How do I find the License ID number for my Microvellum license?"), along with any pertinent information related to the situation, such as what is specifically stated in any errors being experienced.
Upload attachments. If you can provide screenshots or recordings for the agent, it may be better able to deduce the root cause of the problem, and if the issue is escalated, then a Microvellum support agent will benefit from having the image to reference.
Clarify if there is a misunderstanding. If prompted to elaborate by the Support AI, try to add any additional factors that could be relevant, such as the age of the device or the specific software build you are utilizing. If needing the Support AI to elaborate on an answer, ask it directly to explain further using phrases such as "Can you explain further?" or "Can you go into more detail on that answer?"
Explain what, if any, steps you have taken to try to address the issue. This may provide helpful information on what the root cause might be.
In the event the Support AI cannot assist you, request to speak with a human agent. This will escalate the support request and set a Microvellum Support Agent to your issue, allowing it to be addressed or walked through as soon as possible.
For further information on support requests or the Microvellum Client Portal, visit any of the many support articles in this specific section of the Knowledge Base.