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Agentrics Customer Support Service (CSS) is available for users of all Agentrics solution platforms around the world. Our team provides:

Application support (e.g. login assistance , navigation, features, investigation of error reports...)
Instructor-led training sessions for Sourcing and PLM applications
Escalate application issues to the applicable support teams for speedy resolution

For any requests, e-mail us at help@agentrics.com
Please include the following information in your email:

Your Name
Your Company name
Your Buyer Company’s name (if you are a supplier)
The Agentrics’ application you are using
ERN or Auction ID (if applicable)
The nature of your request

Different levels of support are available depending on which solutions you are using and the package chosen by your organization. However, we are prepared to provide support 24 hours a day, 5 days a week in English and during the below-listed regions’ business hours in 7 other languages.

	US Central Time (GMT +6)	Central European Time (GM +1)	Beijing Time (GMT +8)
	Mon 7:00am - Fri 6:00pm	Mon 8:00am - Fri 6:00pm	Mon 8:00am - Fri 6:00pm
English	Suportado	Suportado	Suportado
French		Suportado
German		Suportado
Spanish	Suportado	Suportado
Chinese			Suportado
Portuguese	Suportado	Suporte Limitado
Italian		Suporte Limitado
Japanese			Suporte Limitado

Supported language Limited Supported Language (Agents might not be available during the extended hours of supported listed above but live translators might be available)

Questions on how to log in to your application?

To access your account, click on one of the following links related to your application
Note: If you are not sure which application you are using, check the URL in the invitation email received from your buyer.

Sourcing and Negotiations

ezMarket:
Click here to log in.
Click here if you forgot your password. Sourcing / MyGenSource:
Click here to log in.
Click here if you forgot your password. Product Lifecycle Management

For all PLM enquiries, please go to the Customer Support and Hotline page in the Services menu on www.traceone.com

For any other applications or other questions regarding log in, please contact help@agentrics.com

FAQ

The Supplier FAQ covers the 15 most frequently received-questions. We strongly recommend that you check our FAQ before concting us.

ezMarket - Click here Sourcing / MyGenSource - Click here

Training Resources

Quick Reference Guides: (QRG)
The Sourcing Quick Reference Guide (QRG) is available to help you on getting familiar with the application.

ezMarket: In order to obtain the ezMarket Supplier guide related to the event that you have been invited to participate, please contact Agentrics Customer Support

Sourcing / MyGenSource: for the suppliers and buyers QRG, access your user account, go to Quick Link – Training – Online training; Click on Supplier Quick Reference Guide; Find the guide related to your current event

Online Live Training Session:
Agentrics also provides free online training for suppliers. We encourage you to enroll yourself to an online training session several weeks or days before your event

ezMarket: Click here and follow the steps to register:
1. Select a session
2. Enter your name, email and click register
3. You will receive an email with all the information to help you on accessing your training

Sourcing / MyGenSource
1. Login to MyGenSource
2. Go to: Quick Links - Training – Training Calendar
3. Choose the most appropriate schedule and language and click: "Enroll"

Other ways to contact CSS

By E-mail

For PLM Support, specific e-mail addresses are available with your retailer company.

By Phone

Chicago Customer Service Office
200 W Monroe Street - Chicago, IL
Tel.: 1-312-706-3729

International Toll Free number
These numbers are best dialed from a touch-tone phone. Should you experience difficulty reaching us when calling from a mobile phone, please try contacting us from a landline . Locate your country on the table below in order to view the corresponding number. If your country is not listed, or if you are experiencing difficulties reaching us using the listed toll-free number, you may contact us directly at 1-312-706-3729 or request a call back

Antigua, Bermuda, 011 800 4367 4663	Austria 0800 292070	Australia 0011 800 4367 4663
Mexico 001 800 524 7114	Greece 00 800 11 006 0381	Indonesia 001 803 1 006 0381
Barbados 011 800 4367 4663	Belgium, Denmark*, France, Germany, Hungary, Italy, Luxembourg, Netherlands, 00 800 4367 4663, Norway, Poland, Portugal, Spain, Sweden, Switzerland*, United Kingdom (BT and CW), 00 800 4367 4663	New Zealand*, Malaysia (Telecom), Philippines, Taiwan, Thailand,Hong Kong, Israel*, 00 800 4367 4663
Peru 0 800 515 64
Chile 800 542 354
United States, Canada 1 800 523 1555		Japan 001 010 800 4367 4663
Costa Rica 0 800 4367 4664	Romania 0 800 89 44 31	Bangladesh 157 0011 then 888 410 9543
	Czech Republic 800 900 479	China-North* 10800 852 1060
	South Africa 09 800 4367 4663	Korea, South (KTA) 002 800 4367 4663
	Finland 990 800 4367 4663	Pakistan 00 800 01001 then 8884109543
	Turkey 00 800 1300 60 381	China-South** 10800 152 1060
		Singapore*** 001 800 4367 4663
		India 000 800 440 1014

*China-North includes Beijing, Hebei, Shanxi, Neimenggu, Liaoning. Jilin, Heilongjiang, Henan, Shandong
**China-South includes Anhui, Chongqing, Fujian, Gansu, Guangdong, Guangxi, Hainan, Hunan, Jiangsu, Jiangxi, Ningxia, Qinghai, Shaanxi, Shanghai, Sichuan, Xinjiang, Xizang, Yunnan, Zhejiang.
*** Mobile users cannot dial outbound international toll-free calls; please use a landline or web call-back.