Support & Help

The Support & Help screen provides users with access to assistance from the Mtec Cloud Solutions support team. Use this screen when you encounter issues, need clarification, or require help with system functionality.

When to Contact Support

Contact support if you experience:

  • System errors or unexpected behavior
  • Issues with catalogs, pricing, or item visibility
  • Problems accessing customers, sites, or data
  • Login or access issues
  • Questions about how to use specific features

How to Request Support

To request assistance:

  1. Navigate to the Support & Help section
  2. Use the provided contact details or email link
  3. Send a detailed email describing your issue

What to Include in Your Email

To help the support team resolve your issue quickly, include the following information:

Required Information

  • Your name and company
  • Application name (e.g., eCatalog Administration Portal)
  • Environment (if applicable – e.g., Production, Test)
  • Date and time the issue occurred

Issue Details

  • A clear description of the problem
  • What you were trying to do when the issue occurred
  • The steps to reproduce the issue (if known)

Additional Helpful Information

  • Customer / Customer Site affected
  • Item ID, Catalog, or PriceBook involved (if relevant)
  • Error messages (copy and paste exact text if possible)
  • Screenshots of the issue

Tips for Faster Resolution

  • Be as specific as possible when describing the issue
  • Include screenshots wherever possible
  • Provide IDs (Item, Customer, Catalog, etc.) instead of just names
  • Mention if the issue is affecting multiple users or sites

Contact Support
For assistance, please contact the Mtec Cloud Solutions support team:

support@mtecdata.com

Support Availability

The Mtec Cloud Solutions support team is available:

Monday to Friday, 8:00 AM – 5:00 PM CST

Notes

  • Providing complete information upfront will significantly reduce resolution time
  • For urgent issues, clearly indicate the priority level in your email subject

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