Frequently Asked Questions
Priority Support
Customers with commercial Intel® Software Development Products that have current active support are eligible to receive Priority Support. Four versions of Intel® oneAPI toolkits offer Priority Support:
Intel® oneAPI Base & HPC Toolkit
Intel® oneAPI Base & IoT Toolkit
Intel® oneAPI Base & Rendering Toolkit
You are also entitled to receive Priority Support if you have a current supported version of Intel® Parallel Studio XE, Intel® System Studio, or a supported version of a stand-alone component.
Products with Priority Support may be purchased directly from the Intel® Software Products Web Store or from our resellers.
To receive Priority Support, you need to register your product on the Intel Registration Center. You are encouraged to visit community forums for support with related issues, such as programming practices or peer discussions with our robust developer communities.
Customers using a free version of Intel® oneAPI toolkits do not qualify for Priority Support. You may seek technical support in the Intel community user forums that are followed by expert users.
Customers with Priority Support may submit requests to the Online Service Center regarding various Intel® products, including Intel® Software Development Products. Requests can include questions, problems, and other technical support issues. Customers can also monitor previously submitted issues.
If you don’t already have an Intel account, you can create one by signing up for one or by registering an Intel® Software Development Product on the Intel Registration Center. Use your account to obtain Priority Support at the Online Service Center, as well as access our developer forums.
For more information, see the Product Registration and Sign Up FAQ
Yes. Priority Support eligibility is determined by a current support registration for the product for which your request is submitted.
Follow these steps to resolve your sign-in issues:
- On the Online Service Center page, select Request Support, and then select Sign In. Make sure that your current language is set correctly and that Caps Lock is disabled on your keyboard.
- If you received the error message that your password or username is not correct, recover the username by selecting the Forgot your Intel username or password? links.
- If you don’t remember your username, select Forgot username to retrieve it. Enter the email address you used during the registration to receive the username.
- You can then select Forgot password to recover the password using the received username.
For account access and password reset issues only, contact us.
On the main page, select Request Support. If you have not signed in, you will be prompted to do so. On the product selection page, in step 1, select A product or service I already own or use. In step 2, select Search for a product or service by name and search for the product by typing its name.
Once you have selected the product, follow the series of questions based on the product to complete your request. For more details on creating a support request, see How to Create a Support Request at the Online Service Center.
There is currently no mechanism for customers to attach larger files. You can upload your file to a cloud or another online service and provide the information to retrieve the file in your support request. If you need to ensure a direct connection to provide confidential files, state this in your request and we will work with you to determine the best solution.
On the main page of the Online Service Center, when you are signed in, you will see a list of your current requests in the Support history section. You can view details for any request here, and send a post to technical support for any open request. Recently closed requests can be reopened for 15 days.
Product updates are available through the Intel Registration Center. See the Purchase, Renew, and Upgrade FAQ for more information.
Priority Support is based on your support status at the time of request submission. If your request is not resolved by the time your support expires, you will still receive the same Priority Support. However, if a fix for a technical issue is implemented in a product version released after your support has expired, you will need to renew support in order to use the newer version of the product.
When you purchase an Intel® Software Development Product, you are entitled to product updates, as well as access to older versions and Priority Support through the Online Service Center, typically for one year. Product support expires at the end of that period, but your product will continue to function normally, with the following caveats:
- You will no longer receive Priority Support through the Online Service Center. You can visit our community forums regardless of your support status.
- After support expiration, you will not be able to download, install, or use older product versions. You will still be able to access the newest version of the product.
Extend your support period by renewing your license.
A multiuser license, such as floating license, or site license allows more than one developer to use the product at the same time, and also allows more than one developer to receive Priority Support as a registered user of the multiuser license.
Similarly, a developer team-sized edition such as Workgroup, Department, or Division allows more than one developer to use the product and receive support.
For more information, see How to add users to a multiuser license.
Once a developer has been added to a multiuser serial number, the developer will also be entitled to get Priority Support for that product.
Yes. Priority Support eligibility is determined by a current support registration for the product for which your request is submitted.
Follow these steps to resolve your sign-in issues:
- On the Online Service Center page, select Request Support, and then select Sign In. Make sure that your current language is set correctly and that Caps Lock is disabled on your keyboard.
- If you received the error message that your password or username is not correct, recover the username by selecting the Forgot your Intel username or password? links.
- If you don’t remember your username, select Forgot username to retrieve it. Enter the email address you used during the registration to receive the username.
- You can then select Forgot password to recover the password using the received username.
For account access and password reset issues only, contact us.
On the main page, select Request Support. If you have not signed in, you will be prompted to do so. On the product selection page, in step 1, select A product or service I already own or use. In step 2, select Search for a product or service by name and search for the product by typing its name.
Once you have selected the product, follow the series of questions based on the product to complete your request. For more details on creating a support request, see How to Create a Support Request at the Online Service Center.
There is currently no mechanism for customers to attach larger files. You can upload your file to a cloud or another online service and provide the information to retrieve the file in your support request. If you need to ensure a direct connection to provide confidential files, state this in your request and we will work with you to determine the best solution.
On the main page of the Online Service Center, when you are signed in, you will see a list of your current requests in the Support history section. You can view details for any request here, and send a post to technical support for any open request. Recently closed requests can be reopened for 15 days.
Product updates are available through the Intel Registration Center. See the Purchase, Renew, and Upgrade FAQ for more information.
Priority Support is based on your support status at the time of request submission. If your request is not resolved by the time your support expires, you will still receive the same Priority Support. However, if a fix for a technical issue is implemented in a product version released after your support has expired, you will need to renew support in order to use the newer version of the product.
When you purchase an Intel® Software Development Product, you are entitled to product updates, as well as access to older versions and Priority Support through the Online Service Center, typically for one year. Product support expires at the end of that period, but your product will continue to function normally, with the following caveats:
- You will no longer receive Priority Support through the Online Service Center. You can visit our community forums regardless of your support status.
- After support expiration, you will not be able to download, install, or use older product versions. You will still be able to access the newest version of the product.
Extend your support period by renewing your license.
A multiuser license, such as floating license, or site license allows more than one developer to use the product at the same time, and also allows more than one developer to receive Priority Support as a registered user of the multiuser license.
Similarly, a developer team-sized edition such as Workgroup, Department, or Division allows more than one developer to use the product and receive support.
For more information, see How to add users to a multiuser license.
Once a developer has been added to a multiuser serial number, the developer will also be entitled to get Priority Support for that product.