Support Center and Knowledgebase in Transition - REVISED

Posted 10/5/2021

Revised Migration Date/Time:

Due to scheduling conflicts with the migration service, the migration will begin at 1:30 PM on Friday, October 8, rather than late that same evening. Ticket submission will be offline for the afternoon and into the evening until the migration is completed.

On Friday, October 8, will start the migration process of the data in our current support center to an upgraded version. The process should be completed by Monday, October 11. Starting today, however, the knowledgebase is being reorganized and updated. This process will take several days.

Here are some things you should know about the migration process:

• When completed, the URL to the support center will not change.
• Your ticket history will still remain.
• You will still be able to email support tickets, but we will be recommending adding support tickets via the interface as the ticket form asks questions about your submission that email cannot support.
• The support center will now also have a Submit Suggestion option.
• The actual migration starts late on October 8 and should complete by the morning of October 9.
• Emergency notification of support staff may be offline from October 8 to October 12.
• During the actual migration process on October 8, emailed and manually entered tickets my not make it into the system. This could last a few hours.
• News articles do not migrate. News articles will be starting anew.
• The knowledgebase is being reorganized and updated. This process starts October 5 and will take several days to complete. Context-sensitive links in R2 and R3 as well as between knowledgebase articles may be broken during this time but will be corrected by October 11.
• The new support center has a cleaner interface and is easier to use.
• The knowledgebase search is much more accurate than the current version.