map_suite_support_ticket_guide
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map_suite_support_ticket_guide [2015/08/31 08:04] admin [Log on the Customer Portal] |
map_suite_support_ticket_guide [2015/09/15 07:01] (current) admin [Limitations of a Support Ticket] |
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| ====== Map Suite Support Ticket Guide ====== | ====== Map Suite Support Ticket Guide ====== | ||
| - | ThinkGeo offer a ticket system to handle issues that are time critical or involve confidential data that cannot be shared with the community. We always suggest that for common questions or problems that you use the [[http://gis.thinkgeo.com/Support/DiscussionForums/tabid/143/Default.aspx|Map Suite Discussion Forums]]. The forums allow your issues and resolutions be be shared with the community and accumulates a wealth of easy accessible data for the entire Map Suite community. | + | ThinkGeo offer a ticket system to handle issues that are time critical or involve confidential data that cannot be shared with the community. We always suggest that for common questions or problems that you use the [[http://gis.thinkgeo.com/Support/DiscussionForums/tabid/143/Default.aspx|Map Suite Discussion Forums]]. The forums allow your issues and resolutions be shared with the community and accumulates a wealth of easy accessible data for the entire Map Suite community. |
| ==== When should I use support tickets? ==== | ==== When should I use support tickets? ==== | ||
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| When troubleshooting support tickets there are a number of factor that influence the time and effort it takes to resolve an issue. Under some instances a support ticket is not the best avenue to resolving an issue and professional services is more applicable. Below are some common guidelines to help set expectations regarding support tickets. | When troubleshooting support tickets there are a number of factor that influence the time and effort it takes to resolve an issue. Under some instances a support ticket is not the best avenue to resolving an issue and professional services is more applicable. Below are some common guidelines to help set expectations regarding support tickets. | ||
| - | **Operating Systems & Tools | + | **Operating Systems & Tools ** |
| There are multiple .net supported versions of Windows, Visual Studio, and the .Net framework available and it is impractical for support to test across every possible combination. Our goal is to have the current version of the Microsoft OS and tools stack along with the previous version for testing. This sometimes means that support on older platforms and tools may be treated as professional services and paid for per hour instead of on a per ticket basis. | There are multiple .net supported versions of Windows, Visual Studio, and the .Net framework available and it is impractical for support to test across every possible combination. Our goal is to have the current version of the Microsoft OS and tools stack along with the previous version for testing. This sometimes means that support on older platforms and tools may be treated as professional services and paid for per hour instead of on a per ticket basis. | ||
| - | **Hardware | + | **Hardware ** |
| Our support staff are equipped with mainstream computer system to test issues which includes modern multi-core computers and a multiple monitor configuration. There are limitations however on the hardware available to them and when testing specific issue outside of this configuration we may require the support be treated as hourly professional services work instead of a support ticket. | Our support staff are equipped with mainstream computer system to test issues which includes modern multi-core computers and a multiple monitor configuration. There are limitations however on the hardware available to them and when testing specific issue outside of this configuration we may require the support be treated as hourly professional services work instead of a support ticket. | ||
| - | **Recreating Complex Environments | + | **Recreating Complex Environments ** |
| Many application are designed using an array of technologies and software which can be difficult to recreate for testing. This includes third party technologies such as message queues, accessing databases, etc. We will do our best to re-produce the environment to re-create issue however there are practical limitation. In these cases we suggest that you create a simple sample that isolates the specific map related problem. We find that many times the process of creating the sample leads to the answer. Creating the sample will allow us to identify resolve your issue more quickly. In the case you cannot create a simple sample we typically require the issues be resolved our professional services department. | Many application are designed using an array of technologies and software which can be difficult to recreate for testing. This includes third party technologies such as message queues, accessing databases, etc. We will do our best to re-produce the environment to re-create issue however there are practical limitation. In these cases we suggest that you create a simple sample that isolates the specific map related problem. We find that many times the process of creating the sample leads to the answer. Creating the sample will allow us to identify resolve your issue more quickly. In the case you cannot create a simple sample we typically require the issues be resolved our professional services department. | ||
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| - | {{wiki:Map_Suite_Support_Ticket_Guide_Login.jpg?400}} | + | {{sourcekit:Map_Suite_Support_Ticket_Guide_Login.jpg?400}} |
| ==== Create a New Ticket ==== | ==== Create a New Ticket ==== | ||
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| - | {{wiki:Map_Suite_Support_Ticket_Guide_New_Ticket.jpg?400|caption}} | + | {{sourcekit:Map_Suite_Support_Ticket_Guide_New_Ticket.jpg?400}} |
| ==== Select a Product ==== | ==== Select a Product ==== | ||
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| - | {{wiki:Map_Suite_Support_Ticket_Guide_Select_Product.jpg?400|caption}} | + | {{sourcekit:Map_Suite_Support_Ticket_Guide_Select_Product.jpg?400}} |
| ==== Enter Details ==== | ==== Enter Details ==== | ||
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| - | {{wiki:Map_Suite_Support_Ticket_Guide_Enter_Information.jpg?400|caption}} | + | {{sourcekit:Map_Suite_Support_Ticket_Guide_Enter_Information.jpg?400}} |
| ==== Review Details ==== | ==== Review Details ==== | ||
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| - | {{wiki:Map_Suite_Support_Ticket_Guide_Review.jpg?400|caption}} | + | {{sourcekit:Map_Suite_Support_Ticket_Guide_Review.jpg?400}} |
| ==== Tracking Progress ==== | ==== Tracking Progress ==== | ||
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| - | {{wiki:Map_Suite_Support_Ticket_Guide_Dashboard.jpg?400|caption}} | + | {{sourcekit:Map_Suite_Support_Ticket_Guide_Dashboard.jpg?400}} |
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| - | [[Category:Map Suite Services Edition]] [[Category:Map Suite Desktop Edition]] [[Category:Map Suite WPF Desktop Edition]] [[Category:Map Suite Web Edition]] [[Category:Map Suite Silverlight Edition]] [[Category:Map Suite WMS Server Edition]] [[Category:Map Suite Geocoder]] [[Category:Map Suite Routing]] [[Category:Web GIS]] [[Category:Desktop GIS]] [[Category:GIS]] [[Category:.NET]] | + | |
map_suite_support_ticket_guide.1441008268.txt.gz · Last modified: 2015/08/31 08:04 by admin