1. Sign in to the Flexera Community.
2. From the top navigation menu, select Support.

3. Scroll down and select Open a Support Case.

4. In the Affected Account search field, type the name of the affected account and select the correct account.
5. Choose your Product Family: either Flexera or Snow.
6. Select your product, then choose the version or environment from the drop-down menu.
7. In the Subject field, enter a brief one-sentence summary of the issue.
8. In the Description field, provide detailed information. We recommend including the following:
• Who is affected: Include the full name(s) of the user(s) experiencing the issue.
• What is happening: Describe the specific problem, including what you were trying to do and where in the system it occurred.
• When the issue occurs: Note the time, location, or conditions under which the issue started.
• How to reproduce the issue: List the steps that lead to the problem. Attach screenshots or videos if available.
• Urgency and Business Impact: Explain how the issue affects your business operations, including any deadlines or deliverables at risk.
9. In the Severity field, select the appropriate severity level for your case.
10. Select Submit to send your support request.

For more details, watch the "Technical support" section of the Getting Started with Flexera course.

Escalate your support case

View all support tickets from your organization in the Flexera Community Case Portal