How to get help with Theta Lake

Here's how to get help,

report security and availability failures, security incidents, or report concerns with Theta Lake:

Option 1: Open a ticket using your Theta Lake Portal

For most issues related to the use of the product, including features & functions, security incidents, the most expedient method is open a ticket through the Theta Lake Customer Center.

If you're reading this article in the Theta Lake Customer Center, just click this link:
Submit a request
If you're reading this article offline - as a saved PDF or printed copy - then follow this QR code or URL:
https://thetalake.zendesk.com/hc/en-us/requests/new
Alternatively, use your Theta Lake portal to reach the Theta Lake Customer Center
Open your browser, and navigate to your main Theta Lake portal* *the address / URL for your Theta Lake portal is given to you during account provisioning
Login to your account, then find the user menu on the top left. Open the menu and find Support.
Theta Lake will open a new browser window or tab and load the Theta Lake Customer Center in the full context of your Theta Lake login account.  Here you will find articles on how to configure and use Theta Lake.
To report an issue and get help from Theta Lake, create a ticket for your account.    Find the Submit a Request link at the top of the page.
Complete the form! Subject:  A short statement that describes the problem or request.  e.g.: "User can't login" or "please change role for user" Description: longer statement on what the issue or request is. More detail is better than less, like how to recreate the problem, or what configuration change is needed. Issue Severity:  how is this issue affecting your operations? (low, normal, high, urgent) Attachments (optional): optional, but very helpful.   Screenshots of the problem or configuration task are great and help your support team understand the problem.  When ready, select Submit.
Customer Center will open a ticket in your account, and Theta Lake staff are notified immediately.  All work will be tracked in the Customer Center tickets.

Option 2: Open a ticket using the Theta Lake Customer Center (no login required)

You may connect directly with the Theta Lake Customer Center without a login. 

This is a limited view of the Customer Center, but you may open a ticket with Theta Lake here: 

https://thetalake.zendesk.com/

Option 3: Send an Email to Theta Lake Support

There are times where access to Customer Center may not be available, for example:  account access incidents or during a network service interruption.   

For these times, email Theta Lake Support at this address:

[e-mail]

Use this guideline when crafting your email:

• "From" address
  • use an account you use for logging into Theta Lake as the "from" account. 
• Email subject line:
  • The name of your organization
  • A short statement that describes the problem or request. 
    • e.g.: "MyRealBank - User can't login" or "MyCompany - please change role for user"
• Body:
  • Give us a longer statement on what the issue or request is. More detail is better than less, like how to recreate the problem, or what configuration change is needed.
  • Tell us the Severity or urgency of the issue: 
    • how is this issue affecting your operations?
  • Useful attachments  (optional):
    • Screenshots of the problem or configuration task are great and help your support team understand the problem. 

 

Option 4: Call Theta Lake directly

Of course, there are times where only a live conversation will do. For example, Customer Center may not be available, you cannot access your account, or you're experiencing a network service interruption.   

For these times, call our support line directly: 

US Phone Contact:

[phone]

Select Option 1

UK Phone Contact:

[phone]

Note: please have your Theta Lake Account Number* and your Theta Lake account email address** handy for verification.

• * Theta Lake account number can be found in your Theta Lake portal >> User Menu >> My Company >> Settings.   Hover over the (i) icon next to your Company Name to get the Tenant ID.  Tenant ID is the Account ID. 

• ** Theta Lake account email address is the same address you use to login to the Theta Lake portal.