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We do not offer a support service that can cater for your 1st and 2nd line support needs, and do not provide direct to support to your customers and their end users.
Suggested 1st and 2nd Line Questions To Ask Your Customers
When did this start happening, has anything changed since then?
Has this ever worked before, or is this something new that has been recently created?
Is this specific to one user, or do others have the same issue?
Is this affecting all categories / charts or just a selection?
What steps did you take for this to happen?
Can you send me screenshots and/or a video of this happening again?
Can I recreate the issue myself, on a local installation?
If I roll back to a previous version, does the issue still occur?
Are all the dashboard services still running?
If I restart the dashboard services does that resolve the issue?
Are there any errors in the log files?
Has anyone else in your support team/network had the same or a similiar issue?
Is there an issue with the Data Connection?
Can I find a video or section in a guide to help with this?
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After utilising the self service materials, if the issue can not be resolved, its time to reach out to our Service Desk and Raise A Support Case.