• I received an automated response with a case number
• I requested a response or status update on my case
• I have requested an update via the case but have not received acknowledgement

Locate the latest email related to the case to request an update:

1. In your email inbox email search for your Case Number in the subject or body
2. If the subject field does not contain the words: CASE RESOLVED or Solution Proposed, respond to that email to request an update. This records your request in the case
   • Optionally request a phone call from the managing support engineer
3. If you received a Case Resolved email, you can reject it if it is within 10 days:
   • Click the Reject hyperlink in the email, and detail what assistance is needed. The case status moves back to in progress and alerts the managing support engineer
4. If more than 10 days have passed, submit a new case
   • The case case is closed. If you click Reject, you receive a return email that the case is already closed

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