The Support Helpdesk can help troubleshoot issues experienced while developing applications with supported Verj.io products and services and advise on ways to mitigate or resolve them.
Services
The Support Helpdesk provides the following services:
- Issue troubleshooting with root cause analysis.
- Assistance with issues during installation.
- Assistance with issues during upgrades.
- Identify and create bug reports.
1. Issue troubleshooting with root cause analysis
The Support Helpdesk can help to identify and troubleshoot issues in supported Verj.io products and services as well as helping to establish their root cause.
To aid our investigation, our Support Engineers may ask you:
- A range of questions about your use case and environment.
- To perform certain tests and provide the results.
- To provide Verj.io and third-party log files.
- To send us affected Verj.io Entities, Projects, or Workspaces.
- To participate in screen-sharing sessions, which can lower resolution times by reducing miscommunications, delays and enabling the issue to be demonstrated first-hand.
Once the issue has been verified and its root cause discovered, our Support Engineers may:
- Advise how to resolve the issue.
- Suggest workarounds to mitigate the issue.
- Create a bug report on your behalf, making sure all information required to reproduce the issue has been captured. The bug will then be fixed in line with our Bug Fix Policy.
If, in our opinion, the issue does not fulfil the requirements or intended purpose of the Support Helpdesk, or the issue is not due to a defect with a Verj.io product or service, our Support Engineers may:
- Point you to relevant documentation (including third-party documentation if applicable).
- Direct you to the Community Forum.
- Recommend you engage with a third-party’s support if their product or service is at fault.
- Refer you to your Account Manager who may be able to arrange some training, or some consultancy time with our Professional Services team.
Information regarding your specific environments, applications, and use cases is treated confidentially, subject to all relevant laws.
We may share issues raised in the Support Helpdesk, as well as advice on how to mitigate or resolve them, with the wider Verj.io community, including, but not limited to, posting on the Community Forum.
Verj.io On-Premises and Verj.io Gateway
Our Support Engineers cannot log into, or otherwise directly interact with, your systems, networks, services, or applications while troubleshooting a reported issue.
Verj.io Cloud
Our Support Engineers can login and trace issues within the Verj.io Cloud systems, networks, services, and applications while troubleshooting an issue.
They cannot directly interact with your application however and may need to coordinate actions and tests with you to troubleshoot the issue.
2. Assistance with issues during installation
The Support Helpdesk offers issue troubleshooting with root cause analysis for installation issues and may be able offer workarounds or otherwise advise on the best course of action to resolve or mitigate the issue.
Our Support Engineers can only help if you are installing a currently supported version into a currently supported environment.
If the issue is due to a defect in the installation process, the Support Helpdesk can create a bug report for you.
3. Assistance with issues during upgrades
The Support Helpdesk offers issue troubleshooting with root cause analysis for upgrade issues and may be able offer workarounds or otherwise advise on the best course of action to resolve or mitigate the issue.
Our Support Engineers can only help if you are upgrading to a currently supported version in a currently supported environment.
If the issue is due to a defect in the upgrade process, the Support Helpdesk can create a bug report for you.
4. Identify and create bug reports
A defect is defined as one or more features of a supported Verj.io product or service that are not working or not working as intended.
Upon identifying a defect, our Support Engineers we will attempt to find existing or related bug reports that may provide guidance on how to resolve or mitigate it.
If a new, previously unreported defect is discovered in a Verj.io product or service, our Support Engineers can create a bug report for you, making sure it contains enough information to replicate it. The bug will then be dealt with in line with our Bug Fix Policy.
Support Helpdesk Availability
The Support Helpdesk availability is determined by your Verj.io Support Package.
Accessing the Support Helpdesk
Access to the Support Helpdesk is determined by your Verj.io Support Package and is governed by our Acceptable Use Policy.
Support Helpdesk Service Level Agreement (SLA)
Our Support Engineers endeavour to respond to issues reported in the Support Helpdesk within the timeframe set out in your Verj.io Support Package.
While our Support Engineers endeavour to troubleshoot issues raised on the Support Helpdesk as quickly as possible, they do so on a case-by-case basis and in a timeframe depending upon the SLA of the reporter’s Verj.io Support Package and our Support Engineer’s evaluation of the severity of the issue, which includes:
- The impact of the issue. For example:
- Does the issue cause the product or service to fail?
- Does the issue relate to a security vulnerability?
- Does the issue cause data loss or corruption?
- Does the issue prevent continued application development?
- How widely the issue presents itself. For example:
- Does the issue involve a core feature and so affects all users?
Does the issue only show itself in a particular circumstance or environment?
Not Included in our Helpdesks
While our Support Engineers endeavour to be as helpful as possible they are unable to provide support in the circumstances listed here.