What information should be supplied when opening an issue with Support?

When submitting an issue to VANTIQ Technical Support you can accelerate the resolution process by providing the information that will help us fully understand the problem.

Templates have been created that list the essential pieces of information.

  • For most issues, use the template titled “Support Issue Submission Template.docx”.
  • For issues that only reproduce on the Edge, use the template titled “Edge – Support Issue Submission Template.docx”

Timely resolution is enhanced by explaining the use case, providing reproducible steps, sharing any workarounds that you have uncovered, etc.

Most situations are helped enormously by sending us a small example (via Project export).  When building an isolated sample reproduction of the problem is impractical, migrating the problem to a namespace that you can provide access to [email protected] is recommended.

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Posted: February 13, 2020 at 10:59 pm
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