Hi Community,
Would just like to share with you all the questions and answers from Navigating the New Thales Support Experience: Live Demo and Q&A webinar. Any more questions feel free to ask!
1. Can I find the technical support guideline document (best practices for opening tickets)?
Yes, the best place to access guidelines is through the Support Portal.
2. What is the email to escalate a case?
Resolve@ imperva.com
It's best to escalate directly via the Support Portal, which ensures the case is tracked properly.
3. What is the toll-free number for Thailand?
1800010264 – This is the only support phone number available for Thailand.
4. Why do I receive three acknowledgement emails when opening a case?
We are aware of this issue, and a fix is already in progress. Soon, you will receive only one acknowledgement email.
5. As a partner SE, how can I create a case so both my customer and I can view the details?
If you are registered as a partner, you should be able to see and access your customers' cases through the Support Portal.
6. Why was an engineer assigned to my High Priority case after 2–3 days?
This should not happen. If you encounter this again, please escalate it immediately to the Resolve team.
7. Attachments are always broken for me and my colleagues.
This issue has been fixed. Please re-test and let us know if you still face problems.
8. Godaddy provides live support in 2 minutes-are we targeting similar responsiveness?
Our support organization is continuously improving. While response times depend on case severity, we are working daily to accelerate engagement and improve customer experience.
#AllImperva------------------------------
Seana Murray
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