Newforma Support

Technical Support

Upgrading to Newforma Project Center Tenth Edition?

Here are some very important things for you to consider and some of the options you have for your upgrade:

Administration Nuggets

In addition to On-line Help and our knowledgebase, Newforma’s Support Specialists have put together some videos covering the tools & processes they use to diagnose, troubleshoot and solve some of the most common and/or challenging issues from your users:

Contact Support

Note:  Newforma Technical Support hours are Monday through Friday, 8:00 a.m. – 8:00 p.m. Eastern Time (-5 GMT).

When contacting Newforma with information about your issue or question, please always include the following information:

  • your name, email address, location and telephone number.
  • the Newforma product and version number.
  • a detailed description of your issue or question.
  • the urgency of the issue.
  • any screen-captures, log files or other documents that are relevant to the issue.

Normal Priority Issues

Email us at Support@Newforma.com. Include the information noted above and a Newforma Support Specialist will get back to you as soon as possible, with the goal of contacting you within one business day.

In Case of Emergency

Email us at ICE@Newforma.com with the information noted above for mission critical issues. A Newforma Support Specialist Team will be paged and will attempt to get back to you as soon as possible, with the goal of contacting you within two business hours.

Important:  Please be sure to address your ICE email “To” ICE@Newforma.com. Include no other recipients in the “To” line or we cannot guarantee a 2-hour response.  If you wish to include others on the email, please enter them in the “Cc” line.

Chat with a Support Specialist

Use chat only for quick Q&A types of issues that you as an IT professionals receive from your Newforma users. Newforma’s goal is to ensure a Support Specialist is available Monday-Friday from 9:00 a.m. – 7:00 p.m. Eastern Time (-5 GMT) to assist with chat. All other inquiries should be directed to Support@Newforma.com.


After Hours Support

If you are planning work outside of Newforma’s support hours and wish to have a Newforma Support Specialist on-call in the event you need assistance, NOAH (Newforma On-call After Hour) Support is an option you may wish to purchase.  Click here to learn more.