Compliancy Group has decided to migrate our Knowledge Base and Customer Support infrastructure to another platform. No action is required by our Customers during this time. The current Knowledge Base and Support Portal will remain active until we have officially, and confidently, migrated to the new platform.
When we have determined an official cutover date/deadline, we will update the Support Home Page to reflect this, as well as update this article.
This migration will not affect any Open, Pending, In Progress, or On Hold Support Tickets that our Customers have submitted. We will continue working to resolve these issues and monitor for updates during this migration period. For tickets that are On Hold due to Engineering escalation and are pending updates, fixes, bug fixes, and/or new releases - these tickets will be migrated to the new platform with all current information, if they have not been addressed by the time we cutover to the new platform. Any updates provided during this time, will be provided in normal fashion.
Support Portal - Login Changes
- Our current Support Portal allows for Customers to Register/Activate an account for login and management of Support Tickets. The new platform will not have these accounts migrated. We are still deciding how best to configure and provide accessibility in similar or alternative fashion to meet our Customers needs when it comes to Support for The Guard. No action is required in regards to any Support Portal accounts; Unfortunately, these accounts do not have compatibility to be migrated to the new platform - we apologize for any inconvenience.
Knowledge Base - Overall Changes
- All current Knowledge Base content is being reviewed, audited, updated, and migrated into the new platform at this time. As such, there may be some delays in new articles or updates to articles currently accessible. We are working to complete this review as soon as possible so we can make the new Knowledge Base content available as soon as possible.
- New changes and releases for The Guard will continue to have new Knowledge Base content developed and released in a timely fashion. Articles reflecting new features or functionality changes affecting existing features will be updated in both platforms to ensure consistency.
We greatly appreciate your understanding and patience while we work to improve the Customer Support experience for The Guard! We will continue to update this article and the Support home page with any additional changes or dates as they are determined. This should be a seamless transition for our Customers, where submitting tickets is as simple as emailing support@compliancygroup.com or accessing the Support Home and having a quick and easy way to submit a ticket via a form - exactly as it works today!
Thank you,
The Compliancy Group Customer Support Team
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