Informia Customer Support Center FAQs
Applimation's Informia Customer Support Center (CSC) provides online access to your cases and our knowledge base. You have received an email with a personal username and password. This is be your username for the CSC only, and is different than your company's username and password for the Product Download Center (see below for details).
Use the Informia Customer Support Center to:
- Query our solution knowledge base, which supplements our product documentation. The knowledge base has answers to many of our customers' most common questions, and can help you solve problems without creating a case.
- Create cases that are automatically entered into our case-tracking system.
- View a list of your company's cases and drill down to view details of specific cases.
- Add comments and attachments to your cases online.
Q: Why do I have a different logins for the Customer Support Center and Poduct Download Center?
A: The Customer Support Center uses personal logins (same as your email address). This lets us show you your support cases each time you visit. Our case-tracking system does not support product downloads, so we also give you access to the Product Download Center, which requires your company's login. You can reach it from our site's navigation (Customer Support > Informia Product Downloads), from within the CSC, or by clicking here. The Product Download Center will appear in a separate browser window.
Q: Why can't I see Applimation's responses to my cases online? Why do I receive email only?
A: We can respond either by email or online, but not both. For the ease of both our customers and our support team, we have opted to respond via email.
Q: How can I send Applimation an attachment for the case I just created?
A: Click on the View Cases tab, click on the case's subject, and then click the Add Attachment button. You can send additional comments by clicking the Add Comment button.
Q: What will happen if I open cases by emailing Applimation?
A: You may open cases via email, but entering cases through the CSC allows our support team to spend time resolving issues instead of logging them. You may even be able to get the answers you're looking for in our knowledge base, and solve problems in a flash!
Q: What if I forget my password?
A: Email informiasupport@applimation.com. We will reset your password and send you an email with a new temporary password.
Q: How can I provide feedback about the Customer Support Center?
A: We welcome and appreciate your comments, and will make our best effort to incorporate your suggestions. Please email us at informiasupport@applimation.com; do not create cases for these suggestions.
Related Resources
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