Overview of Customer Service Portal [CSP]

Welcome to the Customer Service Portal (CSP)

This article will help you get familiar with our Customer Service Portal [CSP]. Below you'll find instructions and policies related to:

• Ticket Submission Guidelines

• Reporting Vulnerabilities

• Navigating the Knowledge Base

• Spam Trigger Warnings

• Ticket Forms

• Ticket Status

Ticket Submission Guidelines

⚠️ Only one Issue/Inquiry/Question/Request per ticket
Submitting multiple topics in a single ticket will result in only one topic being addressed. Please submit a separate ticket for each individual matter to ensure proper tracking and resolution.

How to Submit a Ticket using the CSP

1. Log into the CSP.

2. Click on Submit a Ticket.

3. Select a Ticket Form.

4. Fill out the required fields:

   • Subject: Concise and descriptive (Maximum 64 Characters; Avoid repetition of Subject Names)

   • Description: Include detailed information, steps to reproduce, and screenshots/logs if applicable.

✅ Best Practice: Avoid vague subjects like “Help” or “Need assistance” or "Account Locked" or "Access Commander" or "Portal Commander" or "Password Reset"

Submitting a Ticket via Email

While you can submit support tickets by sending an email to customersupport@mathcraft.com, please note the following:

• Tickets submitted via email are routed to a default "Miscellaneous" queue.
  As a result, they do not receive the same priority or triage process as tickets submitted directly through the Customer Service Portal [CSP].

• Initial response time for email-submitted tickets is 5+ hours.
  This includes acknowledgment and assignment to the appropriate personnel.

✅ Recommendation: Always use the Customer Service Portal [CSP] for ticket submissions to ensure:

• Proper categorization and routing

• Faster Acknowledgment (based on Account Tier)

• Full visibility into Ticket Status and History

Secure Communication Policies

To maintain data privacy and secure communications:

• Only authorized and verified contacts should submit or be copied in tickets.

• Avoid including MathCraft Personnel as this will automatically flag your ticket as Spam and will not be recoverable.

Reporting Vulnerabilities

If you believe you have found a security vulnerability on our product and/or its dependency managed by MathCraft Security Technologies, please submit that report and finding to us as soon as possible through email: security@mathcraft.com as well as submitting a Ticket by selecting Report a Vulnerability from the Ticket Form selection.

Please include as much detail as you can; this will help us understand the issue and fix it quickly.

If you do not receive a response in 3 business days, please follow up as we may not have received your message. Please do not submit a ticket or follow up with MathCraft Personnel directly. The security mailbox is monitored by our Software Security Engineers.

MathCraft follows the procedure of Coordinated Vulnerability Disclosure (CVD) and, to protect the ecosystem, we request that those reporting do the same.

For additional information on the CVD process, please read the following, which is Microsoft's definition of how the process works:

Under the principle of Coordinated Vulnerability Disclosure, researchers disclose newly discovered vulnerabilities in hardware, software, and services directly to the vendors of the affected product; to a national CERT or another coordinator who will report to the vendor privately; or to a private service that will likewise report to the vendor privately. The researcher allows the vendor the opportunity to diagnose and offer thoroughly tested updates, workarounds, or other corrective measures before any party discloses detailed vulnerability or exploit information to the public.

The vendor coordinates with the researcher throughout the vulnerability investigation and provides the researcher with updates on case progress. Upon release of an update, the vendor may recognize the finder for the research and privately report the issue. However, if attacks are underway in the wild, and the vendor is still working on the update, then both the researcher and vendor work together as closely as possible to provide early public vulnerability disclosure to protect customers. The aim is to provide timely and consistent guidance to customers to help them protect themselves.

Navigating the Knowledge Base [KB]

How to navigate the Knowledge Base

• Click on Knowledge Base in the top menu

• Scroll/Browse for the specific category or folder

• Or use the search bar with keywords

Spam Trigger Warnings

Certain actions can cause your ticket to be flagged as Spam

• Including Unauthorized or Unverified individuals within your company
  An Authorized and Verified individual is someone who has access to the Customer Service Portal and has verified their account.

• Including MathCraft Personnel in your Tickets via the To / CC / BCC fields

• Creating multiple tickets for the same topic

• Using generic Subjects or repetitive Subjects

Ticket Forms

There are multiple Ticket Forms available in the Customer Service Portal. Please ensure you select the form that best matches your issue or request to avoid delays in processing.

Note for Cloud Customers:
If MathCraft is hosting your instance, the Software Upgrade Ticket Form is not applicable to you.
Submitting a ticket using this form will result in the ticket being automatically closed without action.

Ticket Status

As your request moves through our support process, its status will update to reflect its current stage. Here's what each status means and what you can expect: