Customer Service FAQs

A: Customers in North America should call 1-800-540-7292 or send an email to support@opentext.com. Customers in United Kingdom should call +800 9 808 80 808 or send an email to uk-support@opentext.com. For a complete list of regional offices, please see http://www.opentext.com/services/contact_us_support.html.

A: The KC is a customer care website specially designed for customers to download Artesia DAM software and documentation, service packs, technical papers and other related support documents. Customers can also access two discussion forums to share ideas and pose questions related to Artesia DAM implementations. The URL for KC is: https://knowledge.opentext.com/.

A: CSS is a portal application for customers to log and monitor their support tickets. The URL for CSS is https://css.opentext.com/login.

A: If you are unable to log in or encounter some other problems with CSS and KC, please contact your local Customer Support office (North America: 800 540 7292; Europe: 800 9 80 808). A Customer Service Representative (CSR) will create an account if you are not already set up in the system. You will be required to provide your name, phone number, address, email, and company name.

A: System status, summary of problem, details of problem; one can also provide the site details for your Digital Asset Management instance, and add Events or Attachments to the ticket such as logs; new information on existing ticket can also be added.

A: Customer support classifies tickets as P3 for normal, P2 for serious and P1 for critical or showstopper issues in your Production instance.

A: You cannot set the severity level of a ticket in CSS to anything higher than P3. To raise the priority to P2 or P1, please contact your local Support office.

A: Once logged into CSS, you can update your CSS login information by clicking on the "Update my Information/Profile" link. There you will be able to update your personal information.

A: Artesia adheres to the corporate support practices of Open Text. Please refer to the Software Maintenance Program Handbook that documents our support methodology, terms and conditions.