Prosentient Systems' reputation for high quality support of our products and services is something we intend to look after. This means our processes for communicating with clients must be efficient and effective for both parties. They need to be able to handle situations ranging from a critical outage to a new feature request.
Phone calls are instant if you can get the person you need, but less reliable at providing a record of facts, decisions or undertakings for often complex issues that require followup. For this discipline we prefer an issues management system to record, assign and update all support requests from the time notified until resolved.
Have you reviewed the documentation?
Some issues involving product knowledge are surprisingly easy to resolve by referring to the extensive online manuals with step-by-step instructions that are available for our products.
However, if there is a fault or you can't locate an answer, don't hesitate to obtain assistance:
Is the system down or is your problem critical to your library operation?
Call us on 61-2-92120899 in business hours 9am-5pm Australian Eastern Daylight Time. Outside these hours, log into your Mantis account or use the form below to alert us. The details will be sent to our support staff.
Are you a registered Mantis user?
The Mantis issue submission and tracking system is available to all our clients and is recommended as the most efficient way to raise and manage service issues with Prosentient. At any time you will be able to log in and review and update your current and closed requests.
If you have already have a Mantis account, use this link to activate the Mantis issue management system, log in and complete a problem report.
Are you a client without a Mantis account?
Please ask us for a Mantis account but, for now, register your issue or query using the form below and we will attend to it.