Opening and Managing Support Cases

Prior to opening a support case, we recommend reviewing our self-help materials that can assist you in resolving product issues or questions.

Self-Help Materials

• Online Help – This is your source for EM platform information, including product capabilities, step-by-step instructions on how to perform tasks, explanations of what you see within the user interface, setup information, and equity management basics.
• Video Library – View these short videos that cover a variety of equity management topics, ranging from basic overviews to detailed walk-throughs for configuring and processing various tasks in the EM platform.
• Release Notes – These notes are published for each release and provide descriptions of new functionality, enhanced functionality, fixes for product issues, and issues that are known but have not been resolved at the time of publication.

Read Enabling Communications with Support to ensure that your company's network security doesn't interfere with your online communications with EM support.

These roles are authorized to enter support cases online:

• Stock Option Admin
• Accounting Anonymous
• ESPP Employee Stock Purchase Plan Admin
• HR Admin
• Reports Only

If you have never entered a case online, a single sign-on connection between the EM platform and our case management system must be set up. Please call us to set this up if you would like to enter cases online.

Please gather the required information below prior to reaching out to us and include it with your online case submission. This will enable use to assign your case to the right support representative and expedite its resolution.

1. A description of the issue that includes details such as grant names, participant An individual or entity participating in an equity compensation plan and/or employee stock purchase plan names, report names, etc.
2. Steps to reproduce the issue
3. What you are trying to accomplish
4. What you expect to see
5. If applicable, take a screenshot of any error messages received.
6. If applicable, attach a copy of the report in HTML and Excel formats.

Follow these steps to enter a case online in the EM platformz;

1. Log in using one of the roles listed above.
2. Click > Support.
3. Click the New Case button at the top left side to open the Case page and enter the required information:

4. Click Submit.

Please note:

• If you click Submit and Close Case, the case will be closed and not addressed by EM platform support.
• An unexpected error displays if your name is not selected in the Contact field. If you receive this error, click the back arrow in your browser window to return to the case and select your name.

To add an attachment, you must first submit your case to receive a case number. Then follow these steps to attach a file:

1. Click the Edit link next to the case number to modify it.
2. Scroll down to the Files section and click the Choose File button.

3. Browse to the file that you need to attach.
4. Select the file and click Open.
5. The file should be listed in the Files section. Click the Upload button to upload the file to the case.
6. Scroll down and click Submit to update your case.