Customer Support

Our dedication to our customers.

We understand that timely and comprehensive support is essential, which is why our customer support team is always ready to address any questions, concerns, or technical issues you may encounter. 

In addition, we have a comprehensive knowledge base filled with product documentation, guides, and tutorials, covering everything from getting started with our products to advanced features and best practices. Our self-service resources provide you with the information you need to maximize the value of your Xactly investment.

Opening a support ticket.

To open a support ticket, please follow these steps:

  1. Log into the Xactly Community. If you are an Xactly Incent user, you can also directly navigate to Community by clicking on the "?" in the top-right corner.

  2. Navigate to the Case Portal section.

  3. Select the Create Support Case button on the right side of the screen.

One of our dedicated customer support representatives will be in touch with you as soon as possible within the SLAs communicated in the Xactly Support Policy.

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Contacting support.

Contact Xactly Global Customer Support by submitting a case through the Community Portal or by calling our Hotline Number.

Stats behind the support.

Customer Transactions per Month
Customer Support Satisfaction
Actual SLA Uptime

A wealth of resources.

When you log into Xactly Community, you also have access to a wealth of resources!

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Community Hub

Learn about Community features, upcoming events and connect with fellow Community members.

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Product Articles

Find product documentation, guides, best practices, and troubleshooting tips here.

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Product Chat

Need advice? Ask other product administrators or lend your Xpertise to your peers here.

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Idea Xchange

Make your voice heard by sharing your product feedback and ideas directly with the Product team.

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Xactly University

Access the XactlyShorts library and the X Marks the Spot Newsletter archives.

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Case Portal

Submit a case to the Xactly Global Customer Support team.


For more information, visit the Xactly Global Customer Support Policy webpage.

If you are an Administrator having issues logging in, please contact your Customer Success Manager or Account Executive.

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Need further assistance?