Support ticket types:
Software support: to report bugs and issues with Appbuilder, Nintex and or OutSystems tools. Software support is provided to customers that have current, re paid annual software maintenance.
Application support: report issues & request help with solutions running on test or production environments that relates to the setup and configuration of solutions. Application support is charged at agreed rates.
Support ticket status:
Normal: we will respond in 24 hrs
Critical: we wili respond the same day, normally within 4 hrs
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What is the type infrastructure?
Is this a support request to fix a problem, add new features or report a bug.
Organisation: My Music Company
My details: Joe Cocker
My contact: 0413 122 ABC
Support type: Application support
Support status: Critical
Description of the issue: We are have an error on the main workflows that loads current user profile details.
Impact of the issue: We have stopped work, we can’t do anything until this is fixed.
Location [add the url]: here is an example …. http://<your site url>/sites/<Site Name>/sitepages/nameofsitepage.aspx
Screen shot of the issue/error/location: Please send shots of the whole screen, this gives us context, along with the detail errors. [a picture is worth a 1000 words].
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