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How to Contact AI Support

K
Written by Kay Chen

Need Help? We're Here for You

You can reach our support team in two easy ways: by email or through our support portal. Choose the method that works best for you.

📧 Option 1: Submit a Ticket via Email

Send your request directly to:

📨 Email: AI-Support@Certara.com

📝 What to Include:

· ✅ Subject Line – A clear summary of your issue

· ✅ Description – Detailed explanation of the problem or request

· ✅ Attachments – Screenshots, logs, or relevant files

· ✅ Steps to Reproduce – (If applicable)

Help us understand how the issue occurred 💡 The more detail you provide, the faster we can help—without needing to follow up for more information.

🖥️ Option 2: Submit a Ticket via the Support Portal

:

🔐 Step 1: Register for Access

  1. Go to the Certara AI Service Desk.

  2. Click the Log In button.

  3. Enter your email address, then click Next.

  4. Select Sign up.

  5. Check your inbox for a confirmation email and follow the instructions to:

    • Create your unique password

    • Complete your registration

📝 Step 2: Submit a Support Ticket

  1. Return to the Certara AI Service Desk.

  2. Choose what you are contacting us about:

    • Certara AI Support - For all AI related issues or inquiries

    • GlobalSubmit Support - For all things related to GlobalSubmit

  3. Choose a Request Type:

    • 🟦 General Support – For general questions or help

    • 🟥 Technical Issues – For bugs, errors, or system problems

  4. Fill out the form:

    • Summary – A short title describing your issue

    • Description – Detailed explanation of the problem

    For technical issues, please include:

    • Steps to reproduce the issue

    • Screenshots or screen recordings (if available)

  5. Click Send to submit your request.


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