Answers to all your questions

We offer a wide range of free support options to help you get the most out of the Thinkwise Platform. 

Service & Care Support

If you run into a problem in the Thinkwise Platform you can report it via a support ticket. All customers with a valid license agreement, and a Platform version within the Thinkwise Lifecycle, can reach Thinkwise Service & Care online to report a support ticket and track its progress.

To report a ticket, please follow these steps:

Step 1 – Log in

Before submitting your support ticket, please check our documentation or the community to make sure your question hasn’t been answered already.

If you haven’t found the answer you can log in to our portal 24×7 to report a support ticket online.


Step 2 – Report a support ticket

Describe the problem you have discovered as thoroughly as possible.

Add screenshots where possible and describe all relevant information in as much detail as you can.  This way we can quickly get started with your ticket!

Step 3 – Response

We have 3 types of urgency levels with matching response times.

  • Urgent: the issue causes such a disruption in the operational activities of the Client that there is a direct and immediate risk of damages.
  • High: the issue causes disruption to the operational activities of the Client, however, without risk of immediate damages.
  • Regular: the issue doesn't cause disruption. With, for example, a simple workaround it should be solved.

We guarantee the following response times on support tickets:

Urgency: Response time: Contact us by:
Urgent Direct Ticket & Phone*
High 8 business hours Ticket
Regular 24 business hours Ticket

*When reporting an urgent support ticket, the Service & Care department must also be contacted by phone for further action.

Step 4 – Progress

The status and progress of your support ticket can be followed on our portal. When extra information is needed or when a status is changed, you will receive a message by email.

If necessary, one of our experts will contact you by phone to discuss the ticket with you.


Contact Service & Care

Our Service & Care experts are available:

Monday to Friday between 8.30 – 17.30 (GMT+1), with the exception of public holidays recognized in the Netherlands.

Service & Care can be reached at: +31 (0)88 – 2258 112