Support contact¶

When to contact support¶

Before contacting external support:

Check FAQ.
Review Troubleshooting.
Ask your internal administrator (the person who manages ImmCase at your practice).

If none of that resolves it, escalate to official support.

How to contact official support¶

Official support is provided by Zaaz (ImmCase's developer). Several channels depending on urgency:

Bug or blocking error¶

Email support: support@immcase.com
Include:
Your name and practice.
Description of the problem.
Steps to reproduce.
Error screenshot if any.
Approximate incident time.
Typical response time: 4-24 hours during business hours.

How-to question¶

First: review this manual.
If unresolved: support@immcase.com with the question.
Response time: 1-2 business days.

New feature request¶

Email support@immcase.com with subject "Suggestion: ..."
Don't expect immediate implementation — suggestions are prioritized on the product roadmap.

Emergency / system down¶

Urgent support: call the emergency phone Zaaz provided when contracting.
Only for cases where ImmCase is inaccessible or severely affected.

Information that helps support resolve faster¶

Your practice (subdomain: <your-practice>.immcase.ca).
Your user email.
Browser and version (Chrome 120, Firefox 121, Safari 17, etc.).
Operating system.
Incident time (with time zone).
Exact steps to reproduce.
Screenshot of the error and the screen where it happened.
Folio of the affected record if applicable (CAS118, CON251, etc.).

The more complete the info, the faster the resolution.

User community¶

ImmCase has an active community of RCIC practices at:

User forum: community.immcase.com (if enabled for your account).
Monthly online sessions: webinars where Zaaz presents new features and users share questions and tricks.

A good place to ask other consultants how they solved similar problems.

Additional documentation¶

This manual: docs.immcase.com (the current published version).
Release notes: when Zaaz publishes an update, there are notes explaining what changed.
Video tutorials (if available on your plan): short videos with common flows.

Renewals and sales¶

For contract, renewal, plan, or upgrade matters:

Zaaz sales: sales@immcase.com

Not the same as technical support — use the right channel for the topic.

Thanks for reading this far¶

You've reached the end of the ImmCase manual. We hope it was useful. If you find errors, confusing sections, or anything out of date, let us know — your feedback helps improve the manual for everyone.

All the best with your practice!