What’s the difference between the Customer Support Portal and the website support form?

How do I submit a support request?

WISE Group offers three support channels: the Customer Support Portal, the website support form, and email. The Support Portal is recommended for customers with an active Support or Maintenance Agreement, as it provides priority selection, real-time ticket tracking, and full organisational visibility.

WISE Group provides the following support request channels:

1. WISE Group Customer Support Portal

2. Support form on the WISE Group website

3. Email support, as referenced in software, product manuals and support documentation

All support requests reach the WISE Group support team, but the level of functionality and visibility differs by channel.

What is the WISE Group Support Portal?

The WISE Group Support Portal is available to customers with an active Support or Maintenance Agreement.

Key features include:

• Ability to submit support tickets directly.

• Priority selection when submitting a ticket (default is Medium).

• Visibility of all tickets submitted by your organisation.

• Real-time ticket status and activity updates.

• Centralised communication with WISE Group support.

• Access to historical ticket information.

The Support Portal is recommended for customers who require ongoing support and organisational visibility.

What is the website support form?

The support form on the WISE Group website is available to all customers.

Key characteristics:

• No login required

• Priority selection is not available

• Tickets are reviewed and prioritised internally by WISE Group support

• Suitable for general enquiries or customers without portal access

This option ensures all customers can reach WISE Group support, even without a support agreement or portal access.

How does email support work?

WISE Group also accepts support requests via email, as described in product manuals and support documentation. Refer to your product manual or support documentation for the specific email address applicable to your system.

• Email support is available to customers with established WISE Group systems.

• Requests submitted by email are logged and handled by the WISE Group support team.

• Priority is assigned internally based on the information provided.

• Email does not provide ticket visibility or organisational overview for customers.

For customers who require priority selection, ticket tracking, and visibility across their organisation, the Support Portal provides additional functionality.

Which option should I use?

• If you have access to the Support Portal, please use it for the best visibility and control.

• If you do not have portal access, you may use the website support form or email as described in your documentation.

• If your organisation has an active Support or Maintenance Agreement, you may request access to the Support Portal.

Can I request access to the Support Portal?

Yes. Customers with an active Support or Maintenance Agreement can request access to the WISE Group Support Portal.

To request access:

1. Visit the website support form at wisegroupsystems.com/support.
2. Complete the form and select General Enquiry / Other as the enquiry type.
3. Submit the form — the WISE Group support team will review your request and provide portal access.

• Submit a request via the website support form.

• Select “General Enquiry / Other”.

Our support team will review your request and assist you.

Why is the Support Portal the recommended channel?

The WISE Group Support Portal is the recommended channel because it provides full visibility of ticket status and history, including priority selection and organisational oversight. Email support is available but does not offer ticket tracking or visibility for customers.