Contacting CES Support

To ensure a secure experience, all support requests must be submitted through the authenticated Watermark Help Center. Email is not accepted for new ticket creation. 

Note: Watermark provides support directly to CES Administrators. CES Administrators are responsible for supporting their institution's faculty and students.

This article outlines the available support options and how to use them.

Support Options

1. Watermark Help Center- 24/7 Access to Articles
   • Browse or search our Help Center for how-to guides, troubleshooting tips, and product documentation.
   • Note: Watermark maintains two Help Centers to meet GDPR data residency requirements. This Europe-based Help Center is hosted on a server in Ireland and is linked directly from your CES product. The US Help Center, hosted on a server in Ohio, is accessible via the link in the upper-right corner of this page.
2.  Authenticated "Submit a Request" form
   • How to Authenticate:
     1. Log in to your institution's Watermark CES platform:
     2. Click the “?” on the top right 
     3. You’ll be routed to our Help Center and authenticated automatically
     4. Click "Submit a Request" and complete the form—your ticket will be linked to your verified user account
     5. You’ll receive email updates as usual
3. Phone Support
   • Phone: 800-311-5656
   • Availability: Monday–Friday, 8am–6pm ET
4. Email Support* No longer accepted
   • Effective 22 September 2026, all new support requests must be submitted through the authenticated "Submit a Request" form in the Help Center.

Preparation for Support Requests

To ensure faster resolution, please include the following when reaching out:

• A clear summary of the question or issue
• Project Name and/or Project ID (if applicable)
• Impacted user(s)
• Steps to recreate the issue
• Sample reports or files
• Relevant screenshots