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 InSpire 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.
- Support cases should rely on reports and descriptions produced by human intelligence. Data produced by tools based on Large Language Models (LLM) & Generative Pre-trained Transformers (GPT) cannot be used as a reliable basis for troubleshooting and support.
- Reports generated by security scanners should also be used with caution, as some tools merely scan through the versions of components used in the Mindbreeze InSpire system, do not actually perform tests, and may falsely indicate vulnerabilities. The organizations system security expert should review these reports before submitting a ticket.
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.
