Qlik offers a wide range of channels to assist you in troubleshooting, answering frequently asked questions, and getting in touch with our technical experts. In this article, we guide you through all available avenues to secure your best possible experience.
Please note: to create a new case, it is easiest to do so via our chat (see above). Our chat will log your case through a series of guided intake questions.
Self-service access to all incidents so that you can track progress
Option to upload documentation and troubleshooting files
Option to include additional stakeholders and watchers to view active cases
When creating a case, you will be prompted to enter problem type and issue level. Definitions shared below:
Select Account Related for issues with your account, licenses, downloads, or payment.
Select Product Related for technical issues with Qlik products and platforms.
If your issue is account related, you will be asked to select a Priority level:
Select Medium/Low if the system is accessible, but there are some functional limitations that are not critical in the daily operation.
Select High if there are significant impacts on normal work or performance.
Select Urgent if there are major impacts on business-critical work or performance.
If your issue is product related, you will be asked to select a Severity level:
Severity 1: Qlik production software is down or not available, but not because of scheduled maintenance and/or upgrades.
Severity 2: Major functionality is not working in accordance with the technical specifications in documentation or significant performance degradation is experienced so that critical business operations cannot be performed.
Severity 3: Any error that is not Severity 1 Error or Severity 2 Issue. For more information, visit our Qlik Support Policy.
Escalate a Support Case
If you require a support case escalation, you have two options:
Request to escalate within the case, mentioning the business reasons.
To escalate a support incident successfully, mention your intention to escalate in the open support case. This will begin the escalation process.
Contact your Regional Support Manager
If more attention is required, contact your regional support manager. You can find a full list of regional support managers in the How to escalate a support case article.