How to log a support request

   Exchange This topic is related to the Avoka Exchange.  |   Platform Developer |  v5.0 & Higher   This feature is related to v5.0 and higher.

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

1. 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.
2. Include your Manager, Maestro and Exchange package versions.
3. 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.

To log a defect or issue through the Customer Care portal:

1. Go to the Community website.



2. Click on Raise a Support Request under the Support links at the bottom of the page.



3. Or click on Support under the More from Avoka links on the right hand side of the page, then click on Raise a Support Request



4. Or go to the Documentation website and click on Raise a Support Request under Transact Support.



5. Click on Product Issues in the Customer Care portal.



6. Enter a brief explanation of the issue in the Issue Summary.



7. Select the Environment that is affected.



8. In Affects Product Version/s make sure you select Exchange, plus the Maestro and Manager versions.
9. Select the required Severity.
10. Enter all other details needed to describe this issue in Description.
11. Attach a zipped file containg the Maestro form in Attachment(s) if available at this point.
12. Click Create.
13. Our Customer Care support staff will contact you if they need anymore information before passing this issue on to the Exchange Team.