This page explains how and when to create a support case
When to raise a support case
In general, when the solution is not working as expected or you have questions that are not covered in this Knowledge Center.
What kind of data to submit
In the Customer Support form, please provide the following information & answers to the questions:
- Have you made any changes recently to the settings (Scan&Capture Configuration, new subsidiary, new forwarding e-mail etc.)?
- Do you receive any errors?
- Do all users experience the same issue or only some are affected? What are their custom roles?
Very good practice is to mention:
- The steps to reproduce the issue
- Expected result
- Actual result
Do we have an access to your account? Please verify that our access is still valid and active.
If access cannot be provided, make sure you send us screenshots of the issue.
Please contact us by filling out the online form here:
What to expect
Based on your Support package (more information about the packages at our website or on email@example.com) we pick up the support case within the agreed response time.
At first, we review the information provided and check whether we have access to your system or not. If there is information missing, we reply with the questions that are limiting us with the investigation. Based on the urgency of the case and matter of the issue (blocking X not blocking) we might schedule an online session to resolve the issue via screen-sharing.
Please note that providing access significantly speed up the investigation, as we can verify all related settings at once.