How to log a support request

Exchange This topic is related to the Avoka Exchange. | Platform Developer | v5.1 & Higher This feature is related to v5.1 and higher.

If you have identified a defect or issue, the following information will be required to log a support request:

Ensure you're using the original Exchange package (not modified Manager services or Maestro assets). *Support is only provided if the Manager services or Maestro assets have not been changed.
Include your Manager, Maestro and Exchange package versions.
Capture / reproduce the steps taken using a Maestro template (blank, Maguire, or Blue Steel). This is essential so that we can replicate the issue in our own environment.

Log a support request

Log a defect or issue through the Customer Care portal.

Click on Incident.
In Affects Product Version/s make sure you select Exchange, PLUS the Maestro and Manager versions.
Select the Environment that is affected.
Select the Severity.
Enter a brief explanation of the issue in the Issue Summary.
Enter all other details needed to describe this issue in Description.
Attach a zipped file containing the Maestro form in Attachment(s) if available at this point.
Click Create.
Our Customer Care support staff will contact you if they need anymore information before passing this issue on to the Exchange Team.

Note

For more information on how to raise a support ticket see the Contacting Customer Care documentation in the Customer Care Handbook.

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