Support – Email Contacts

You may reach Technical Support via email to initiate logging an issue by using the product specific email addresses listed below. If you are replying to an email from us, please do not change the subject line; this will ensure that your email is routed correctly and quickly to the analyst managing your issue. Before you email us, have you tried our Self-Service portal with integrated Knowledge-Base?

Notice: Discontinuation of Incident Creation via Email *

In order to streamline your support access, we will be removing the ability to create new support incidents via email beginning February 13, 2017. All incidents should be raised via our Self-Service Portal or via phone if urgent.

Utilizing Self-Service provides the following benefits:

  • Ensures we obtain relevant information which enables us to assign your issue to the appropriate resource
  • Centralization of all logged Incidents, with the ability to manage and update when convenient (24 x 7)
  • Auto suggest solutions to accelerate resolution
  • Your login to the Self-Service Portal will be your company email address. Please visit the portal and utilize the “forgot password” option to validate your account information. If an active account is located, the system will email a temporary password to login to the system. The site also allows existing users to add new users, so ask a peer that already has a login to help add you to the portal. Accounts can also be created by contacting Customer Care.

    *Email correspondence is supported after incident creation.

    Our Customer Care team will be happy to assist you with any questions regarding your support relationship with HEAT Software.
    For all your non-urgent Cloud or SaaS Support questions.
    Use this email for Cloud Discovery Support questions.
    This is the email to use for any Cloud Voice queries.
    If you have the HEAT Premise product, this is the support email address for you.
    For technical support issues regarding your Discovery application(Discovery used to be known as Centennial Discovery)
    Use this address if you need support for HEAT License Manager.(License Manager used to be known as Centennial License Manager)
    For DSM questions please use this email address.(DSM was once known as Enteo or NetInstall)
    Use this email address for any Mobile Device Management technical support queries
    Our HEAT Support team is ready to answer your support questions about HEAT for Windows, HEAT Helpdesk, and HEAT Classic along with the related modules.
    If you need to email us about ITSM support, this is the email address to use.
    For all your GMEE support queries.
    The GoldMine support team is contactable on this email address.
    Our Voice team is ready for all IPCM and IPCC emails.
    For your Endpoint Management and Security Suite and your Endpoint Security support queries (formerly known as LEMSS and LES)
    Use this email address for LiveTime support (formerly known as Absolute Service)
    Use this email address for LANrev support questions (formerly known as Absolute Manage)