Matrix42 Support

1. Self-Service: Knowledge Base

Visit our Knowledge Base to quickly find answers to frequently asked questions and troubleshooting guides. There, you will discover comprehensive documentation, best practices, and detailed instructions for our products and services.

Access our manuals and Knowledge Base articles at: https://help.matrix42.com

Benefits:

• Available 24/7

• Instant solutions without waiting time

• Regularly updated content

2. Creating a Support Ticket

If you cannot find a suitable solution in the Knowledge Base, you can create a support ticket through our customer portal. Our support team will review your request and provide a response.

Login process:

1. Go to https://support.matrix42.com

2. Click on "Sign in with Matrix42 Account"

3. In the login  window, enter the email address you used to register at Matrix42 Accounts (https://accounts.matrix42.com)

4. Enter the password associated with your Matrix42 Account

5. Once logged in, you can proceed to create a support ticket

How to create a ticket:

1. Click the "Report an Issue" button.

2. Provide a short description of your issue in the subject field.

3. Describe the issue in detail. Begin with the product where the fault occurs and specify the version you are using.

4. Attach relevant files or screenshots if applicable.

5. Click the button "Save & Close" to submit the ticket.

Through our support portal, you can also get an overview of reported incidents, add new information, and upload attachments.

Processing times: The processing time varies based on the ticket's priority. Critical issues receive the highest priority.

3. Phone Support

For urgent matters, our phone support is available. Our support staff will assist you directly or escalate your issue to the relevant expert team.

Phone numbers: 

• For all customers: +49 69 6677 38222 (Support in German and English)
• For customers from France:  +33 1 73 21 84 54 (Support in French)

Availability: Monday to Friday, 8:30 am to 5:00 pm CET

​​4. Email Support

Alternatively, you can contact us by email. Please include as many details as possible in your message to ensure a quick resolution.

Email address: helpdesk@matrix42.com

5. Community Support: Matrix42 Forum

For discussions with other customers, exchanging experiences, and sharing best practices, visit our Matrix42 Forum: https://forum.matrix42.com

6. Matrix42 Ideas Portal

Do you have suggestions for new features? Submit your ideas at our Matrix42 Ideas Portal: https://ideas.matrix42.com

7. Marketplace: Installation Sources & Hotfixes

Find installation sources and available hotfixes in our Matrix42 Marketplace: https://marketplace.matrix42.com

8. Premium Support (Optional)

If you require enhanced support services, we offer special Premium Support Packages, which include:

• Priority ticket handling

• Dedicated support contacts

• Extended support hours (e.g., 24/7 assistance)

For more information about our premium support options, please contact our sales team.