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Table of Contents |
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Contacting Support
TBD
Method of contact
TBD
Required Information
TBD
Uploading data
TBD
Support Processes
TBD
Issue Category
TBD
Issue Status
TBD
Issue Severity
TBD
Business Impact
TBD
Response Time
TBD
Receiving New Releases
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Contacting Support
An important part of our relationship with you is responding to your technical inquiries. These can be bug reports, feature requests or simple usage questions. Please find below details on the best ways to engage with us on these technical queries. It’s generally more efficient for everyone to use our support portal but if that is proving difficult feel free to call us directly at our offices or just sending an email.
Method of contact
Support Website
When you require technical assistance, we encourage you to submit the information via our Online Support Portal, located at:
https://techsoft3d.atlassian.net/servicedesk/customer/portals
If you are accessing the site for the first time click on the link, Forgot Password, and you will be sent your initial password. After logging in, select the appropriate submission form to “Report a bug”, “Ask a question” or “Suggest a new feature”.
An ID will be associated to your request and included in the subject line of related emails, and be displayed in the following format: SDC-xxxxx Issue Summary.
Please include the issue ID (and maintain its original formatting) in the subject of any further correspondence on the matter. You can also use the support portal to track the status of your issues, submit test files, etc.
The support@ceetron.com email adresse will be kept for legacy products. We strongly encourage you to use our new Online Support Portal to review your issues and report new ones. This will help ensure all the required information is provided which will result in quicker resolution times.
Required Information
Before contacting our support team some of the general guidance we provide is:
A. If you want to “Ask a question”, have you:
Reviewed pertinent sections of our documentation?
B. If you are “Reporting a bug”, you should first download the latest release from the Ceetron Developer Zone to confirm it’s still an issue. If it is still an issue then some items to consider which will help ensure quick resolution of the issue includes:
Do any of the available samples or demonstration programs experience the same results? If yes, which program and how is it used to demonstrate the issue?
Does the same result occur on multiple platforms?
Uploading data
Our Support Portal allows you to upload files up to 50 MB. For files larger than that you can use our FTP server. Here are the details on how to connect to our FTP server.
From a command line – ftp ftp.techsoft3d.com
When prompted for a username, enter ‘anonymous’, no password is needed
Change directory to ‘incoming’ – cd incoming
To transfer the file in binary mode type – bin
Upload files to this directory using the command ‘put ‘.
The message “Transfer complete” indicates the file was successfully uploaded.
Type ‘quit’ to end the ftp session
Support Processes
The following steps outline the standard process for requesting and obtaining support assistance:
Use the Create Issue form to log an issue in the online support system and submit any related test programs/files. At creation time you my indicate the severity and the business impact of the issue. The severity will influence how the urgency with which the support team will respond. To ensure the system works well please use the highest level severity for only your most urgent issues.
Once an issue is created it’s assigned to a support engineer who works on the issue until it is resolved. Resolution is defined as either arriving at a point where the issue can be closed (a question was answered, feedback was provided, etc…), or assigning the Bug or Feature to our Engineering team.
If an issue is a Bug, it is given a status (Will Not Fix, Deferred, In Consideration, Imminent, In Development) based on its position within our development backlog.
If an issue is a Feature, it is given a status (Declined, Deferred, Targeted, In Development) by our Product Management Team.
When a decision is made to target the delivery of a Bug-fix or Feature in a specific release, the release value is set in the ‘Fixed Version’ field (the default value is ‘Unscheduled’.) and the status of the issue changes to 'In Development'.
Issue Category
Issue Type | Description |
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Info Request | A request for information about product usage, distribution, licensing, etc. |
Bug | The issue is an apparent bug with our product and/or documentation. |
Feature Request | A request for new functionality within the product, or a limitation which Tech Soft 3D has determined can only addressed via new functionality. |
Duplicated issues are systematically declined, the older ticket will be taken into consideration.
Receiving New Releases
All our releases are available for download from Ceetron Developer Zone