Customer Support

Please send an email to support@infovista.com or call your regional InfoVista support number listed below.  If you already have a username/password, you can also use the customer support portal to open a new support case and track the progress.

You need a SalesForce account to access the support tracking database.  If you do not have an account, please contact Support at support@infovista.com.

A customer survey, via email, is automatically sent after a support case is closed to allow our customers to provide feedback on the level of service delivered by InfoVista.

The knowledge database is a collection of case solutions and best practices that is available to our customers upon request.  The knowledge database is updated on a daily basis with our latest solutions.

You need a SalesForce account to access the knowledge database. If you do not have an account, please contact Support at support@infovista.com.

Please contact our contract administration team at: contractadministration@infovista.com

• Example of Contract Number: IVCOE1000000000

Your 15 digit contract number begins with the letters IV and can be found on your invoice and e-Delivery notification. 

If you do not have access to these documents please contact our contract administration team at contractadministration@infovista.com

Please contact our contract administration team at: contractadministration@infovista.com

A support package is a quick and easy way to retrieve all basic information required to troubleshoot a problem with an InfoVista product. The support Package contains log files, data files, tuning reports and recycle bin files in a compressed format.

To generate a support package, via VistaCockpit®, select the appropriate product (InfoVista® Server, VistaMart®, VistaPortal®, etc.), right click with the mouse on the appropriate hostname, and select 'support package'. You will then be prompted as to where you want to save your support package.

1) Log-in as administrator

2) From the Home screen, clicking on the (i) button will lead you to the about box.

3) Click on License Keys in order to display the System Identifier

4) Copy the System Identifier and send it to License Key department (this is a hyperlink that should redirect customers to License Key requests url)

To determine the correct MAC address on which to generate the license key, please perform the following steps:

• log on locally to the ivserver with administrative rights
• run ivreport locally on the server from../infovista/essentials/bin
• get the mac address given by our licensing tool : ivsetkey if:
• you have previously completed a license key request form please forward the mac address to license@infovista.com
• you have not completed a license key request form please go to http://www.infovista.com/content/public-license-key-request

A license key is necessary to activate some components of your InfoVista software.  It is used to identify that the copy of the program you are running is an original.

You may submit an online license key request here: License Key Request.

No, a license key is unique and can only be linked to one MAC address at a time.

The product serial number is used to assign a license key which is a unique code needed to activate your licensed product. Your Product Serial Number is product and customer specific and is assigned when you purchase a given product.  It can be found on your invoice and e-Delivery notification.

Example of product serial number: CO101064PID0101

If you do not have access to these documents please contact our contract administration team at contractadministration@infovista.com

Please contact our licensing team at license@infovista.com

e-Delivery is the InfoVista delivery, update, and management service for InfoVista software.

e-Delivery location:  https://infovista.subscribenet.com/
Contact e-Delivery Center Support at infovista@subscribenet.com or call:

For any InfoVista product-related questions, contact InfoVista Support at support@InfoVista.com or call:

Username -  contact InfoVista e-Delivery center support  infovista@subscribenet.com.

Password -  use the Password finder on the login page of e-Delivery password finder.

To download software you need a logon ID and Password.  The ID and password are assigned as part of your software purchase. If you do not have a logon ID please contact InfoVista e-Delivery center support infovista@subscribenet.com.

In e-Delivery check under Products and Solutions, if you are still unable to find your product please contact InfoVista e-Delivery Center Support  infovista@subscribenet.com.

Only an account administrator can add people to your account. To add new members, click on the account members link in the site navigation bar. If you are an administrator, you will be able to add new members with the option of making them account administrators.

If you are not an administrator, you can send an email to your account administrator and request that a colleague be added to your account. administrators within your organization have a yellow flag next to their name.

• Confirm your email address set up with InfoVista e-Delivery center support infovista@subscribenet.com.
• Add infovista@subscribenet.com to your ‘safe sender’ list.
• In rare cases your company’s firewall may be blocking e-Delivery generated emails.  We are unable to accept generic email addresses as alternate logins for e-Delivery – please contact your IT department for your firewall restrictions.

A request for enhancement is a request for a new product functionality which is routed to the InfoVista development team for review and consideration for future implementation.

To create a RFE please complete an

and

email it to support@infovista.com.

You may enroll through our web-based course schedule and registration system.

To check the installed product version including hotfixes please generate a support package.

A hotfix is a piece of code designated to correct a product.  Typically hotfixes are developed to fix a specific high priority problem.  Regularly, hotfixes are bundled and released as a rollup update.  Individual hotfixes are available upon request through our support department. Rollups are a bundled or packaged set of hotfixes and are available under solutions or VistaFoundation Kits in your e-Delivery account.

To logon to your e-Delivery account: https://infovista.subscribenet.com/

In the folder where the product is installed, you will find a file called version.txt that identifies the version of the product used.