If you have an issue with the Synovia platform that the articles in this Knowledge Base can't help you with, you can contact Synovia Customer Support by creating a case. The first section below shows you how to do so from within the Synovia software. The second section demonstrates opening a case from within this Knowledge Base of help documents.


Opening a Case Using Synovia


You can open a case while using Synovia as follows:


  1. From any Synovia screen, click the Help & Training icon () in the accordion menu.
      
  2. Click Open a Case.
     
    The Synovia Support Help Center will open on a new tab.
     
     
  3. Select the category in which your issue falls.

    Subcategories will appear, depending on which main category you chose:
     
    • Hardware: Hardware Support, Tablet Issues, and Engine Diagnostics
       
    • Software: New School Year Prep, Routing Server Change Request, Software Support, Core, Comparative Analysis, Import Failure, Time and Attendance, Navigation, Reports, and Data Restores
       
    • RMA: LMU RMA and Tablet RMA
       
    • Other: Licensing, Billing, Sales Inquiries, or Contract Questions
       
  4. Select the subcategory that best fits the help you need.
     
    A form will appear. Its fields will be specific to the required solution.
       
  5. Fill in all the fields:
     
    • Summary: Most forms begin with this field, asking you to enter a short explanation of your problem.
       
    • Description: If this is included, type a more detailed description of the issue you're seeking help with.
       
    • Attachment: Browse to any screenshots or other files you need to share (or drag and drop them).
       
    • Platform: Select the software version you use — Synovia or Silverlining.
       
    • Vehicle(s): If the issue relates to specific vehicles in your fleet, enter their vehicle names.
       
    • ESN(s): If the issue relates to specific devices, enter their electronic serial numbers.
       
    • Name: Type your name.
       
    • Company: Enter your organization's name.
       
    • Account Number: Include the account number (which is usually a five-digit code) you use to log in to Synovia or Silverlining.
       
    • Email Confirmation To: Type your email address; this is where correspondence related to the support case will be sent.
      Note: The preceding are some of the most common form fields; other fields will be more category-specific. Fill in all the information to the best of your ability.
  6. Click Send.
     
    You'll be thanked for submitting the case and given a case number.
      
    You'll also receive an email with the case number.
      
    You can reply with additional information, if needed, and it will be included in your support ticket.


Opening a Case from Within This Knowledge Base


You can open a case while reading the help documentation (that this article is a part of) as follows:


  1. To the right of the search bar at the top of the screen, right-click Login in "Login to submit a new ticket."
       
  2. Click Open Link in New Tab (or Open in New Tab, depending on your browser).
     
    The Synovia Support Help Center will open on a new tab.
     
     
  3. Perform steps 3 through 6 in the preceding section, "Opening a Case Using Synovia."