Assistance requests allow us to perform specific, predefined actions on your behalf that our member interface does not allow you to perform for yourself.
Processing of assistance requests is highly automated. In general, they receive one of three responses:
- a confirmation that the request has been completed,
- a response indicating that the request was unsuccessful,
- a response indicating that the request is out of scope.
Success or failure notifications may be accompanied by a brief error or diagnostic message based on the type of request.
An "out of scope" response means that whatever you asked or requested was not something that can be processed through the automated assistance request system. If you receive an "out of scope" response, no further reply you make to that issue will be seen or acted on by anyone unless you have an active subscription membership or obtain one within 24 hours.
In general, if the responses "completed" or "unsuccessful" do not fully address your concern, an assistance request is probably not the correct support mechanism.
The other options for member support vary depending on what type of membership you have; please see this related FAQ entry for details.