At Forward Networks, ensuring a seamless and efficient support experience for our users is our top priority. Our revamped Support Portal is designed to make getting the help you need both straightforward and swift. Here’s how you can navigate our user-friendly platform:
Creating a Support Account
Access the Portal: Visit our Support Portal at https://support.forwardnetworks.com.
Log In or Register:
Already a Community Member? Use your community credentials to sign in.
New Users: Registration is a breeze! Just follow these simple steps:
- Click on ‘Sign Up’.
- Enter your email and choose a password.
- Verify your email by clicking the link sent to your inbox.
- Set up Two-Factor Authentication (2FA) with your preferred TOTP app for added security.
Submitting a Support Request
Once logged in, you’re all set to submit a support request. Here’s how to ensure your request is handled efficiently:
- Determine the Urgency: Select the appropriate priority level for your issue:
Critical: The product is completely unusable, disrupting business with no workaround.
High: Significant impact on business operations, no workaround available.
Medium: Partial loss of functionality or a viable workaround exists.
Low: Minor functionality issues or general product inquiries.
- Identify the Case Type: Choose the case type that aligns closest with your issue. This helps in directing your request to the right support agent.
- Select a Subcategory: For detailed issues, pick a relevant subcategory. If your issue doesn’t fit any category, select ‘Other’ and provide a detailed description.
- Detail Your Request: Provide a clear subject and description of your issue, then click ‘Submit’.
Tracking Your Support Requests
To stay updated on your support queries:
- Go to ‘View Existing Support Cases’.
- Browse through your cases and their statuses.
- Select a Case Number for detailed information, add comments, upload relevant files, and review communications from our support team.
We are committed to providing you with a hassle-free support experience. If you need further assistance, our dedicated team is always here to help.
