Support Requirements

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Dear valued partners and customers,

We want to help you fast and effectively whenever you are having a questions or problems with Teamwire.
To provide efficient solutions on your issues, we rely on the information you give us. The more we know about your situation, the better. So we would like to provide you a rough checklist which you can refer to when getting in contact with us.

Having trouble with the Teamwire Client

  • Client platform and version
  • Number of affected clients (one, some, all)
  • Since when the problem persists
  • Checking back if any network, firewall or backend changes have taken place
  • Step-by-step instruction on how to reproduce the behaviour
  • Communication Restrictions on the Administrator Portal (- Settings)
  • Client logfiles (for details, please have a look at the regarding Knowledge Base entry)
    incl. the date and time of the issue (date and time of reproducing the issue)
Having trouble with the Teamwire Backend
  • Administrator Portal
    • Backend release (prod-2018-xx-xx..)
    • Backend server (Public Cloud, Private Cloud / On-Premise installation)
    • Since when the problem persists
    • Step-by-step instruction on how to reproduce the behaviour
  • Server issues
    • Debian release
    • Backend release (prod-2018-xx-xx..)
    • Since when the problem persists
    • Checking back if any network, firewall or proxy changes have taken place
    • Regarding application logs (Backend, Worker, Notification, Screenshot)
      incl. the date and time of the issue (date and time of reproducing the issue)
      - Single server: /var/log/docker/
      - Cluster server: /var/log/cluster/
When entering an issue on our HelpDesk or messaging support@teamwire.eu, please consider to refer to this checklist and answer as much of the questions as possible in advance, so we can identify your issues more easily and avoid additional queries.

Thank you for your help!

Kind Regards,
Your Teamwire Customer Support


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