At tickets.mindbreeze.com you can reach our next-business-day basic support focusing on detecting and resolving errors & performance issues, providing basic product guidance regarding our standard features described on our official product information page.
The following points should be included when submitting a new support request. These details are necessary to start processing the new ticket.
- Detailed description of the support request
- Description of infrastructure constraints in which the problem is reproducible
- Exact version and build number in use, the mes-node-id of the involved appliances
- Specification of system components related to the support request, the configuration of these components
- Mentioning any customization that changes the default functionality of the system
- Description of any preliminary collaboration with Professional Service which may be related to the support request
- Relevant logs (e.g. app.telemetry information) that describe the product issue and help our support team to understand the cause of the problem
- In case of hardware or firmware problems, specify the appliance's service tag
- Step by step description, how the problem can be reproduced, what actions led to the current situation
- If the problem only occurs with specific files (content-driven), we will need an anonymized set of such files
Important:
- Technical consulting for project-specific questions or requirements is not included in the basic support and needs to be ordered separately.
For premium support customers: Please make sure you are logged in be able to issue a premium support ticket.
For support upgrades, please contact sales@mindbreeze.com.
