When something in H2CommandCentre will not work, the fastest route to H2Safety is the Help/Support button on the portal. This article shows you how to submit a request and what happens after.
Try your administrator first
Your company System Administrator can fix the most common problems on the spot: missing application access, deactivated accounts, and permission changes. If the issue is beyond them, they escalate to H2Safety, and so can you.
Submit a support request
Click the Help/Support button on the portal. The support window opens with your Name, Company, Email Address, and Phone # already filled in, if H2Safety has your information.
Choose an Issue from the drop-down list.
Add detail in the Comments field. What you clicked, what you expected, what happened instead. Detail here speeds up the fix.
Click Submit. Your request goes to H2Safety automatically, and you receive a confirmation email.
What happens next
H2Safety logs and prioritizes each incident, analyzes it, and moves fixes to production through its change management process. Larger issues involving third parties follow the same path with H2Safety coordinating.
Before you submit, rule out the basics
Browser current, screen big enough, URLs not blocked: Check your system requirements.
Tile missing or button locked: that is access, not a bug. See Verify your application access.
Cannot get into a session: see Join a session from an invite.