Create a Support Request

To create a new support request or check on the status of your existing request please sign-in to your account through the Evaluation request

Support Offerings

MST offers the following support offerings:

Complimentary Support

Email support for MST Solutions are offered for 3 months after product registration. Submit support requests either online or via phone; responses are targeted within two business days.

MST Per Incident Support

Purchase support as you need it for MST Solutions. Individual incident support is conveniently sold in 3 or 5 incident packs. Submit support requests either online or via phone; responses are targeted within two business days.

Basic Support

MST Basic Support offers customers access to our global support centers, 12 hours a day, 5 days a week, including unlimited support requests and subscription services for 1 or 3 year periods.
Please note that a minimum of 10 Fusion Professional licences are required to purchase Basic Support.

Premier Support

MST Production Support offers MST customers access to our global support centers, 24 hours a day, 7 days a week for Severity 1 issues, including unlimited support requests and subscription services for 1 or 3 year periods.

Support FAQs

When does my complimentary support start?

Registration takes place automatically when you purchase your MST solution regardless if it is directly from MST or from a reseller.

What type of technical support help can I get if I am evaluating MST Solution?

Evaluation users can get help directly from MST with limited complementary email support.

How much does the Basic Support cost?

Please contact your MST account manager to learn more about signing up and the cost of the Basic Support option since support varies between MST solutions.

Do we need to provide VPN access to MST for support?

Having VPN access is very beneficial in resolving an issue but not required. At the very least, we will need screenshots as well as directions on how you encountered the issue to assist us in diagnosing the issue.