Standard Support Hours

Numecent provides support services between the hours of 8 am to 6 pm Pacific Time from Monday through Friday, excluding holidays. Issues can be submitted online at or an email can be sent to, and all communication must be in English only. Self-service help is also available 24/7 by accessing our online knowledge-base.

Severity Levels 

Each issue is given a severity level. Customers can set the severity initially, but this may be changed by our support staff based on the criteria below. If an acceptable explanation or work-around is given, then the severity will be lowered.

URGENT - An Urgent priority issue is a reproducible emergency condition which renders the software or residing system inoperable. The condition, such as data loss or corruption, requires an immediate solution that is not already available.

HIGH - A High priority issue is a reproducible condition which makes the use or continued use of any function difficult and/or causes serious limitations to the use of the software.

MEDIUM - A Medium priority issue is a reproducible limited problem condition which is not critical in that no loss of data occurs and which can circumvent or avoided on a temporary basis

LOW - A Low priority issue is a minor problem condition or documentation error which can be easily circumvented or avoided.