How To Use Heirloom Support Service

To access the Heirloom ticket system, documentation, and support articles, you need an active Heirloom Portal account. This is the same account you use to download Heirloom products or manage cloud instances.

Submitting a Ticket

1. Go to Heirloom Computing Support.
2. Click Sign in and enter your Heirloom Portal credentials.
3. Click Submit a Request in the top-right corner. The following form will be displayed.
4. Fill out the form with a description of your question or problem. Attach any relevant files, logs, or screenshots that help illustrate the issue.
5. Click Submit.

You will receive an email notification whenever your ticket is updated, changes status, or receives a comment from the support team.
 

Understanding Ticket Statuses

Each ticket moves through the following statuses as it is being worked on:

New — Your ticket has been received but has not yet been assigned. All tickets start in this state.

Open — A support agent has been assigned and is actively working on your ticket. You may receive a request for additional information during this stage.

Pending — Heirloom has provided what we believe to be a resolution. You now need to review the response and either:

• Close the ticket if you are satisfied with the resolution, or
• Add a comment if you need further assistance, which will move the ticket back to Open.

For step-by-step instructions on closing a Pending ticket, see Close a "Pending" Incident.

Closed — The ticket has been confirmed as resolved. No further updates can be made.

Note: Do not reply directly to the Pending notification email — this will reopen the ticket. Instead, log in to the support site to review and close it.

Searching for Articles and Documentation

All Heirloom documentation and articles are available at support.heirloom.cc. You must be signed in to access product-specific content.

Documentation is organized into the following sections:

• Product Manuals — Reference guides for Elastic COBOL, ETP, EBP, and other Heirloom products.
• Articles & FAQ — How-to guides, troubleshooting tips, and frequently asked questions.
• News & Information — Release notes, announcements, and updates.

Use the search bar at the top of the support page to find articles by keyword or topic.