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News & Information

CyberSafe TrustBroker™ products, for SAP business applications

CyberSafe TrustBroker Support Services

CyberSafe TrustBroker Support Services

How to get support for the TrustBroker products

Email Support

To open/create a new Case:

  1. You need to send an email to Support-TrustBroker@CyberSafe.com describing what you need help with in the email subject and give a more detailed description in the body of the email. Try to give as much detail as you can, as this will speed up the resolution of the Case.

    You can attach files to the email if you have relevant information which you think we might need.

    You can cc other people in your company when you send the email, and these people will be automatically kept informed every time the Case is updated. Please DO NOT cc somebody with a CyberSafe email address.

    Please DO NOT include unnecessary information in the email, such as your email signature, disclaimer text, company logo etc. Try to keep the email body content as concise and clear as possible. 
  2. The contents of your email will be used to automatically create a new Case, then a confirmation email will be sent to you.

    The email subject line will include the unique Case number and Case Reference number. It will look something like this example:

    [ Case: 00001234 ] -- <your case subject> -- [ ref:_00D205yu._50020Ym77c:ref ]
  3. Your Case has now been created, and a CyberSafe Support Consultant will start to work on it. When they have more information or questions for you, they will add a Case Comment, and you will receive via email.

To update an already open Case:

  1. If you have additional information for a Case, you can reply to any of the emails specific to the Case. The email must contain the Case Reference number in the email subject or body, and this will determine which Case is updated.

    When you reply to the email, you will see two lines like this:

    [=== Please enter your reply below this line ===]

    [=== Please enter your reply above this line ===]

    Please make sure your reply is between these lines in order to ensure that the CyberSafe Support Consultant will receive your information.

    You can attach files to the email if you have additional information which is related to the problem or question.

    You can cc other people in your company when you send the email, and these people will be automatically kept informed every time the Case is updated. Please DO NOT cc somebody with a CyberSafe email address.

    Please DO NOT include unnecessary information in the email, such as your email signature, disclaimer text, company logo etc. Try to keep the email body content as concise and clear as possible. 
  2. A Case Comment will be added to your Case using the information you provide in your email. The CyberSafe Support Consultant will review this information and respond as soon as possible.

To close a Case:

  1. When you reply to a Case email and feel that the problem is resolved or the question is answered to your satisfaction, please let us know that we can close the Case. 
  2. When a Case is closed, you will not receive any further communications on the Case. If you need any more support, you can create another Case using the instructions given above.
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