LAI Newsreel

Dear Valued Customer,

We want you to know about an important update to our support process. On March 31, 2025, we will retire the email-to-case new case submission functionality. This means customers will no longer be able to submit new support requests via email. Instead, all new support cases must be submitted through the Revalize Customer Portal.

Why is this change being made?
The decision to retire the email-to-case new case submission functionality is part of our ongoing efforts to streamline our support services delivery and provide a more efficient, consistent, and secure experience for our customers. The current email-to-case system is inefficient and often results in incomplete cases being created, requiring follow-up with the reporting person to gather all necessary information. By eliminating this intake method, we aim to ensure that new cases are created and submitted with all required information reducing the need for repeated back-and-forth communication.

How do I submit a support case now?
You can submit a support case through the Revalize Customer Portal. Here’s how:

Log in: Go to support.revalizesoftware.com and log in.
Submit a Case: Navigate to Request Help and select the Customer Support option. Fill out the form with the required details and click submit.

For additional direction, please refer to the Revalize Customer Portal Support Case Creation Guide.

What are the benefits of using the Customer Portal?
Using the Customer Portal offers several benefits:

Faster Response Times: Cases submitted through the Portal are prioritized and routed directly to the appropriate support team member, ensuring quicker engagement and troubleshooting of reported issues.
24/7 Access: The Portal is available 24/7, allowing you to search the knowledge base for solutions, review product Release Notes, download your products, submit cases, and access relevant resources all in one place.
Enhanced Security: The Portal provides a secure environment for submitting sensitive information, protecting your data.
Comprehensive Case Management: Easily track the progress of your cases, view past submissions, and check case statuses at any time.

What if I have trouble accessing the Customer Portal?
If you have trouble registering or logging into the Portal, please visit support.revalizesoftware.com for guidance.

Can I still communicate via email for open cases?
Yes, this transition will not impact email communication for open cases. Customers can continue to communicate via email for cases that are in progress. Customers will still receive updates and can provide additional information via email until the case is closed.

How can I learn more regarding this change?
You can reference the FAQ we’ve created regarding this change for your reference. Additionally, we created a series of Guides to walk you through the process of registering and logging into the Revalize Customer Portal and creating new support cases.

Who can I contact for further assistance?
For further assistance, please submit a support request through the Portal, and our support team will be happy to help you.

We appreciate your understanding and cooperation as we make this important transition. Our goal is to enhance your support experience and ensure that your requests are handled efficiently and effectively.

Thank you for your continued support.

Best regards,
Revalize Customer Support