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Service Request Submission
The Cadence Global Customer Support Team is committed to supporting you with the help you need to resolve any platform or product related issues. Cadence maintains an infrastructure and processes that produces timely Service Request assignment. Instant alerts to Cadence Customer Support Application Engineers ensure efficient and timely responses to your technical issues.
If you are unable to resolve your technical issue through the SourceLink online knowledgebase, report the problem to Cadence Customer Support using a SourceLink SR Submission Form. Once within SourceLink, click the "Service request" and then the "Create service request" links.
Please provide the following information: Product information
Description of the problem (As you enter information regarding your Service Request, SourceLink displays potential solutions that address your issue)
Version and hardware platform
SR Severity, based on the following criteria:
 | Minor — Problem doesn't affect normal operations | | Important — Serious concerns regarding daily operations | | Critical — Severe impact on daily/production operations or possible line down situation |
Submitting your request
When you click Submit, a new Service Request is created with a unique identification number and assigned to Cadence Application engineers based on their product expertise.
Attaching a Test Case
Providing a test case:
| Dramatically decreases resolution time (Test cases are mandatory when submitting Cadence Change Requests (CCR) to R&D) | | Enables accurate reproduction of the problem (Test cases created by Cadence Customer Support Application Engineers do not always reproduce customer problems accurately) | | Speeds determination and resolution of the problem |
Service Request Management
You can view the progress of your Service Request resolution on SourceLink by clicking the "View My Service Requests" link.
You can also update your Service Request on SourceLink at any time. Or, you can update your request by emailing support@cadence.com (Include "Update" and the SR number in the Subject line to automatically append the message to your SR and immediately notify the SR owner).
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