Singular Focus: Each support ticket should be focused on addressing a single issue to ensure clarity and efficient resolution.
Time Constraints: Support chats are designated a maximum duration of 30 minutes. This limitation helps maintain prompt assistance for all partners and encourages concise communication. However, it is important to note that emergency and high-priority situations are exempt from this constraint, ensuring that urgent issues receive the attention and time needed for resolution.
Comprehensive Responses: Ensure all questions or information requested by our engineers are adequately answered to facilitate thorough troubleshooting and resolution.
Potential Ticket Conversion: In cases where the complexity or underlying nature of your query requires further investigation, your chat session may be converted into a formal support ticket.
Singular System Engagement: Customers are encouraged to refrain from initiating multiple chat sessions for issues experienced on the same system. Our policy mandates the avoidance of multiple engineers concurrently addressing issues on a single system. This approach mitigates potential complications during troubleshooting and ensures focused attention on individual issues. Therefore, adherence to the principle of one issue per chat, and one chat per system is essential for optimal support efficiency.
To ensure optimal assistance and support experience, we advise our customers to review the document outlining the distinctions between support tickets and chat sessions, including guidance on the most appropriate scenarios for initiating each form of communication, which may be found on the following page
Description: This ticket type is intended for general inquiries or technical issues users may encounter.
Guidelines: General inquiries and technical issues address concerns or desired configurations requested by our customers.
Please ensure that each submission includes comprehensive information about the issue experienced or provides a use-case scenario illustrating the desired functionality.
Description: Users can utilize this ticket type to propose new features or enhancements.
Guidelines: Feature requests should adhere to a predefined format outlined in the following document.
HOWTO Submit a Feature Request
Description: This ticket type is reserved for reporting issues considered as bugs in the system.
Guidelines: Bug reports should include details such as the onset of the issue, steps to replicate it, expected behavior, affected product, and version.
The ticket/chat must include the associated license number for accurate identification.
Provide a comprehensive overview of the issue encountered, including any error messages or behavior observed. Clear and precise descriptions help our support team understand the problem accurately.
Provide detailed instructions on how to replicate the reported issue. Specify the environment in which the issue occurred, including software versions and any relevant configurations.
Prepare access details for the system in question, including both SSH (BSSUP) and GUI access credentials.
Our engineers may require access to inspect the system directly. Therefore, ensure the access details are readily available.
Additionally, consider IP whitelisting to facilitate seamless access. Ensure necessary IPs are whitelisted beforehand to prevent access complications.