Dear Sir or Madam
We want to help you fast and effectively whenever you are having a questions or troubles with Teamwire.
To do so, we rely on the information you provide when you create a support ticket.
We therefore recommend you to use this questionnaire when contacting us. The more we can understand about your usage and technical environment, the better.
Enquiries about Teamwire app
- Which device or app platform is affected?
- Which Teamwire release do you have installed?
- How many users are affected (one / multiple / all)?
- Since when have you noticed the behaviour?
- Were changes made to your network, firewall or the Teamwire Server?
- Please check your Privacy mode in the Teamwire Dashboard
- Please describe step by step how to reproduce the behaviour
- Send your app's logfiles and an info about when the behaviour occured (guides are available in the Teamwire Wiki)
Enquiries about Teamwire Dashboard
- Do you have an Teamwire on-premise installation or do you use Teamwire Cloud?
In case you run your own Teamwire Server, please tell use your current backend and dashboard release number.
- Since when have you noticed the behaviour?
- Were changes made to your network, firewall or the Teamwire Server?
- Please describe step by step how to reproduce the behaviour
Enquiries about Teamwire Server
- Which Teamwire backend release (prod-...) do you have installed at the moment?
- Which Debian release is installed at the moment?
- Is your Teamwire Server a single server or cluster?
- Is your productive environment affected?
If yes, did you notice a similar behaviour on your testing environment already?
- How many users are affected (one / multiple / all)?
- Since when have you noticed the behaviour?
- Were changes made to your network, firewall or the Teamwire Server?
- Please describe the behaviour in detail, p.r.n. step by step, on how to reproduce the behaviour
- Send your server report and info about when the behaviour occured (the how-to "Generate report file" is available in the Teamwire Wiki)
Full logfiles are available in the following directories:
- Single server:
/var/log/docker/
- Cluster server:
/var/log/cluster/
Please use this questionnaire when contacting us via the Support Portal or via email at support@teamwire.eu.
Thank you for your help!
Best regards,
Technical Customer Support
