To contact support, New Zealand of Definitiv customers who are named support contact must use MyAccess portal. Other customers can also use MyAccess to contact support, however, the easier way is to use the Digital Assistant in the Definitiv product.
To contact support via MyAccess:
Log in to MyAccess.
On the left-hand side of the portal, select Ask a question in the Need Help? section and then click Select a product.
Choose Access Definitv from the list of products you have access to.
When the Digital Assistant opens, click Ask a question and type your question or request.
If the Digital Assistant can’t solve your query, your conversation will be escalated to a Support specialist.
The Support specialist continues the conversation to resolve your query.
If needed, the Support specialist will escalate your query for further assistance. You will receive email updates as your query progresses.
You can return to MyAccess at any time to view past conversations (previously asked questions) or those still awaiting resolution. To access, click on Messages at the bottom of the Digital Assistant and locate the conversation by its subject. This allows you to revisit past interactions and reference any information shared during the support process.
Why the change?
These updates introduce AI-powered support and conversations through the Digital Assistant in the portal.
No need to complete support request forms.
Instant answers to common questions.
Faster handover to a support specialist when required.