The process for technical support is as follows:
1. Technical support is covered by the standard SLA (see contract)
2. Please send a support request to [email protected] to submit a ticket including the following minimum information:
Subject: [Organization name][Px] – ticket title
User name e.g. [email protected]
Steps to reproduce the issue
Expected result
Actual result
Attachments e.g. BOMs which were imported
Screenshots e.g. relevant screenshots of the problem and/or steps. Please include entire top menu, the user picture and as much of the screen as possible
Links e.g. links to relevant datasets on Makersite
Any other relevant or helpful information
3. Resolution time depends on Priority (e.g. P1 – P4) and is detailed in the standard SLA (see contract)
4. The status of support tickets can be tracked on: Service Desk