Note: Before you can log a case, you must register for and sign in to My Account. In the upper-right corner, use the "Sign Up" link to request an account and the "Login" link if you already have one.
► 1) Search for an Article
► 2) Select a Case Type
► 3) Fill out the Case Information
► 4) After Submitting the Case
Prior to logging a Support case, please search our Knowledge Base for articles. Our Knowledge Base is full of Articles that cover many topics and come with useful examples.
Helpful Tip: Try different phrases or words when searching. We might have used different terminology when we wrote the article.
Our Knowledge Base is always expanding so please check back for new Articles. See “How to Find an Article” for more tips on navigating the Knowledge Base.
Important: You must attempt to search and look through Articles in the Knowledge Base before you are able to submit a Case. After you complete a search, you will see a ‘Submit a Case’ button available on the bottom of the screen.
There are multiple types of Cases to choose from when logging a Case. Read the description of each and choose the Case Type that best fits the inquiry type.
Fill out each field in the Case as best as you can. The more information you provide to us, the quicker we can get back to you with a meaningful response.
Helpful Tip: Hover over the question mark symbol next to the field to learn more about what information that field is looking for.
Please make sure to attach any relevant files (such as model files or logs). If you do not attach them initially, you can attach them to the case at a later point.
You can view your Cases from the My Cases tab. Here, you will be able to interact with your cases. Go into the Case to see more information about that case.
Helpful Tip: Check the Messages section to see responses from our Simio team. Add a new message to respond back to our team on the Case.