Need Help?

Need help? Submit a support ticket to our team. Here's how:

1. Log in to our Zendesk portal: Use your credentials to access our support portal via the CU*BASE Network Links icon, web, or email ([e-mail]).
2. Create a New Ticket. (Check out  these steps here.)
3. Provide Clear Details:
   • Subject: Briefly describe the issue.
   • Description: Clearly explain the problem, including error messages, screenshots, and/or any other relevant information.
   • Priority: Indicate the urgency of the issue (low, medium, high, critical).
4. Attach Files: If applicable, attach any relevant files (e.g., screenshots, logs).
5. Submit Your Ticket: Once you've completed the form, submit your ticket.

*** You can also reach us by phone [phone]

Tips for Effective Ticket Submission:

• Be specific: The more details you provide, the faster we can resolve your issue.
• Prioritize issues: Use the priority levels to help us understand the urgency of your request. (For example, urgent means 100% of members are impacted; CU*BASE has completely stopped working.)
• Check existing tickets: Before submitting a new ticket, search our Support Center or your existing tickets for similar issues.
• Be patient: Our team is working hard to address all support requests. Please allow us time to respond and escalate internally per our procedures. 
• When to call: Please call our support line with urgent matters (e.g., if a member is waiting or if you see a 'Display Programing Message').

Other Helpful CUBASE Resources:

• Show me the Steps: https://help.cubase.org/steps/Content/Welcome.htm
• CUBASE Online Help: Click the 'i' at the bottom of your screen or the following link https://help.cubase.org/cubase/menu-01.htm
• CU*Answers Home Page powered by Google: https://www.cuanswers.com
• Help Hub: https://help.cubase.org/hub/Content/Home.htm

Things to Keep in Mind:

• First reply: Once your ticket has been submitted, you should look to receive your first response in 30 minutes or less. 
• Next Update: We strive to have your next update in one hour or once daily, but for complex tickets, this may vary. 
• No Response: We understand things come up. However, we ask you stay responsive on your tickets so that we can find a timely resolution. 

By following these guidelines, you can help us efficiently resolve your issues and provide you with the best possible support.