What is changing?

support.hvr-software.com will no longer be accessible by the end of the day on Mar 6, 2022, and all support requests will need to be submitted through support.fivetran.com. In order to submit a support request after Mar 6, 2022, you will need to navigate to https://support.fivetran.com/

How do I submit a support ticket?

1. Go to the Fivetran Support Portal
2. Click Sign in
3. Sign in with the same email and password used to verify your account
4. Click Contact Support
5. Select I have an HVR support request
   Note: Be sure to select the form that corresponds to the product you are experiencing an issue with
6. Fill out the required fields
   Note: Filling out as many of the optional fields as possible leads to faster overall resolution
7. Click Submit

How do I add or remove users from my Fivetran account?

Any Fivetran account Admin can add users to your Fivetran account by following the steps below:

1. Go to fivetran.com
2. Click Log in 
3. Log in with the same email and password used to verify your account
4. Click Users
   Note: You will need the first name, last name, and email address for the user to add them to your account
   
5. Click + ADD USER
6. Enter the user information in the appropriate fields
7. Click INVITE

Are my tickets from HVR's support portal available on the Fivetran support portal? 

Yes! To view them follow the "How do I view support tickets I've previously submitted?" directions below. 

Please note: Support Requests that have a status of "closed" may not be available for up to two weeks post the migration (March 21st, 2022) all other Support Requests should be available on the migration date (March 7th, 2022). 

How do I view support tickets I've previously submitted?

1. Go to the Fivetran Support Portal
2. Click Sign in
3. Sign in with the same email and password used to verify your account
4. Access the drop-down menu by clicking your name on the top right or clicking the My cases icon to the left of your name
5. This will take you to the My Requests page where you will be able to see your Open and Solved requests, as well as requests that you have been CC'd on.    

How do I manage user access to submit support requests?

Managing user access to submit support requests as well as managing all Fivetran user permissions is outlined here: Account Management. 

Can I respond to my existing support requests via email? 

Yes, after the migration we will send an email from Fivetran's support request system for any of your active tickets. You and your team can then respond to that email and it will go directly to our support team. 

Can I submit support cases to support@fivetran.com? 

No, please follow the "How do I submit a support ticket?" directions outlined above. 

Who do I contact if I have any questions? 

These changes are aimed to ensure that you have the best possible Customer Support experience. If you have any questions, do not hesitate to contact us at integrationsupport@fivetran.com.