3.5. Support

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3.5.1. Introduction

This page describes the guidelines for the support activities together with best practices that were extracted based on our past experience with support related activities.

The main point of contact for Support and liaising with customers is via the Google Group email.

3.5.1.1. Template: Obtaining the installation detail

The following is a template to obtain the installation detail. Please modify the template below to suit.

Can you please provide us with the following details about the system
used for running the product:

* Product version?

* Operating system name and version?

* File transfer protocol(s) used?

* Please send through a time-stamped version of the server-side log, and
   if relevant, the corresponding client-side log.

* Other information (if known).

* Please advise brief details of any: integration, software, resilience / redundancy /
high availability architecture, security or other technologies that interact with the
product.
e.g. Firewalls, Proxy, LDAP, Active Directory, Single Sign On, Management software etc.

Before releasing a new version, we run an automated test suite to validate new features
and check for regressions.

By knowing details about your installations, we can configure the test suite to run
against a similar setup.

This information will not be shared with any other third party and will be used
solely for improving further support for you and development of the product.

3.5.1.2. Using the installation details

Once the installation details are provided, recreate the issue in a similar environment.

This should be created via a dedicated VM for testing / support activities.

3.5.2. Chat

Olark is currently used for chat with our customers or possible customers.

Each chat transcript is automatically forwarded to the Support email list.

A chat can be transferred and other actions can be taken with the chat via Olark commands.

3.5.3. Licenses and support contract

See the Support options page which describes the options available.

If a support case goes beyond the standard option (such as a new product feature), the Sales team will determine the quote.

See the Life cycle page for details about the product life cycle.

If a feature request is obtained, check that it is included in the Product roadmap

3.5.4. Support Case Management

3.5.4.1. Working on a support case

Support cases can be received either through the online contact form, direct email or phone call.

Email and support forms are the preferred methods. For call, request the customer at the beginning to do a follow up over email and confirm in writing as the first preference. As second preference, follow up with a summary of the call and request the customer to confirm the details.

When a support case is started, obtain and collate as much information as possible. This will help in potential follow-up with the rest of the Support team.

3.5.4.2. Troubleshooting a Support Case

The troubleshooting theory from CompTIA is a good overview when troubleshooting a support case:

  1. Identify the problem
  2. Establish a theory of probable cause (question the obvious)
  3. Test the theory to determine cause
  4. Establish a plan
  5. Determine system status
  6. Make a record

3.5.4.3. Escalating a Support Case due to defects

If the support case leads to finding a defect or it needs to be escalated, a Trac ticket should be created with details of the customer.

For the defect, create a Trac ticket with priority High and notify the customer of the Trac ticket ID so that they can follow up with Support on the issue.

3.5.4.4. Holding a screenshare session

GoToMeeting can be used to conduct a screenshare or meeting session with the customer if the issue is best resolved via screenshare.