Michael Eleftheriou You have never been able to create a case from here. You can only post your problem and we can create the case for you. To be able to create a case you need a support contract and then you would create your case via the support portal. I have now logged a support case on your behalf. We do prioritise customers who have a support contract so please keep in mind it could take up to 48 hours, especially over a weekend, but rest assured we will contact you as soon as we can. You will be contacted at the email address used for this Community. Support Case Id : 00872577 .

Michael Eleftheriou You have never been able to create a case from here. You can only post your problem and we can create the case for you. To be able to create a case you need a support contract and then you would create your case via the support portal. I have now logged a support case on your behalf. We do prioritise customers who have a support contract so please keep in mind it could take up to 48 hours, especially over a weekend, but rest assured we will contact you as soon as we can. You will be contacted at the email address used for this Community. Support Case Id : 00872577 .

Hi Paul,

A month ago, when this occurred, I logged a case without any problem.

You could always log installation problems whether you had a service contract or not!

Being put behind in the queue when the software that's been purchased doesn't license properly is deeply wrong on many levels.

I hope you re-address this change--because it is a change!

 Michael Eleftheriou 

Michael Eleftheriou said:

A month ago, when this occurred, I logged a case without any problem.

Unless you did this through a support portal with a support contract then you did not.  It has never been possible for users to log their own cases without a support contract.  I think you are confused.

Michael Eleftheriou said:

You could always log installation problems whether you had a service contract or not!

Only by posting into this forum as you have done.  It is our staff who then log your post as a support case.  You have no direct access to the support portal to do this yourself.

Michael Eleftheriou said:

Being put behind in the queue when the software that's been purchased doesn't license properly is deeply wrong on many levels.

I completely understand your frustration, especially when it comes to something as fundamental as licensing.  Our support model does prioritise customers with active support contracts, which enables us to deliver timely assistance to those who depend on guaranteed response times.  For users without a support contract, we do advise that responses can take up to 48 hours, particularly over weekends.  However, we also recognise that licensing issues are unique, as they directly affect your ability to use the software.  So whilst our response time may vary based on availability, we aim to address licensing issues as quickly as possible—often within minutes during regular hours—because we know how crucial it is to get you up and running smoothly.  Rest assured, we’ll contact you as soon as possible at the email address associated with this Community, and we’re committed to ensuring that you’re able to access the software without delay.

Michael Eleftheriou said:

I hope you re-address this change--because it is a change!

There is no change here.