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What information do I need when I call Wolfram Enterprise Support?

When calling Wolfram Enterprise Support about a technical support request, please provide the following information:

  • Your name
  • Your Wolfram ID
  • Your company’s name
  • Your 24/7 call-back number
  • The name of your Wolfram Enterprise product
  • A complete description of the issue
  • A description of how the issue impacts your business and production systems
  • Any case numbers of relevant, previous Enterprise Support inquiries

 
Any of the following may be necessary to fully describe the issue:
 

  • System information such as OS and hardware information
  • All steps needed to reproduce the issue
  • All code and files needed to reproduce and analyze the issue
  • A description of the behavior that you expect
  • A description of any workarounds used so far

Please note that only callers listed as Enterprise Support Contacts with a valid Wolfram Enterprise product license are eligible for Enterprise Support.

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