Dealers receive all System support from their Software System Support Team. Guide your Dealer to contact their System Support Team and describe the error they are receiving.  PEN cannot take direct support requests, as critical information from the Dealer System Provider is needed before PEN analyze.  Escalations are managed only between Dealer System Providers and PEN.  Be sure your dealer works with their help desk.  Get a ticket number if necessary.  https://www.penrc.com/dealer-systems-on-pen

Think of the Dealer System Help Desk as the Service Drive.  They are positioned to properly diagnose the issue and they can speak to the Dealer.  The Dealer System support team is the required first step in Dealer Support.  They are best positioned to troubleshoot and determine/resolve the issue.  This is because they alone have access to your Dealer's Software, and are the experts on the sytem and functionalities.  If needed, the Dealer System support team will escalate to PEN Support.

About 1.5 times out of 10, the Dealer System cannot resolve the issue without help from PEN or the Provider.  PEN manages that escalation (think Level 2 to Level 3).  Under no circumstances should the Dealer System direct the Dealer or Provider/Agent to contact PEN for additional support.  When this happens, it is always the result of a breakdown in the support process.  Escalations outside of the process typically only confuse and delay the support process.  If you need help from PEN to investigate an escalation it is essential that you have the support ticket number from the Dealer System Provider.