Raise A Support Case

Ways To Raise A Support Case

When it comes to raising a Support Case with our Service Desk team, we have a few different options for you

Who can raise a Support Case

Our relationship is with you, our partner and not your end customer therefore we expect that all dialogue, investigation and coordination on any support queries will be managed directly with you and not your end users. Direct contact between Panintelligence and your end users / customer is not permitted, and any contact from them to our Service Desk is not supported.

Where dialogue/access is needed with a partners end user/ customer or 3rd party service provider, this must be coordinated and managed by the partners support staff, as part of their own 1st and 2nd line responsibilities. These teams must be in attendance during support calls of this nature, where a partners end user/ customer or 3rd party service provider is required - to aid further development and awareness of the resolutions and to contribute to your own solution knowledge. Support cases should be raised by our partners Support staff, who have completed all expected training on the dashboard.

Partners Cursory Checks & Investigation

Our partners Support staff are expected to have completed all triage and troubleshooting activities expected of them as part of their responsibilities to providing their own 1st and 2nd lines of support - making use of the self serive information we provide around the dashboard;

• Website

• piDocumentation

• Online Training Videos

• Frequent Support Topics - search the Knowledge Articles, FAQ’s and How To Guides for the area of the dashboard your issue best relates to

• TriPi & piAcademy instances - can be useful when trying to replicate an issue if you do not have access to other environments… spin up a short term instance for what you need

Information Gathering

Writing a detailed support case makes it easier for our Service Desk team to respond to you quickly and efficiently. When your support case is missing critical details, we need to ask for more information which adds time to us being able to respond. The information below will help us resolve your support case sooner than if we dont have it;

• Version & Installation/Deployment

  • What version of the dashboard is the issue occurring on? If you’re using a old version, we might have resolved your issue already.

  • When was the dashboard last upgraded?

  • Where is the dashboard installed – i.e. Cloud Platform, or an On Premise Server?

  • What deployment method is being used to run the dashboard - i.e. Windows / Linux / Containerised solution, or our AWS AMI?

• Case Specifics

  • When did the issue start occurring - has it worked previously?

  • Has there been any recent changes to the dashboard configuration / architecture? Firewall and Anti Virus policy changes performed by your IT providers can impact on dashboards and other applications, so its something worth ruling out.

  • What actions were being undertaken at the time the issue occurred?

  • What steps are required to recreate the issue - or steps you have attempted to try and recreate it?

    • Include information such as the browser being used, chart names and categories being reviewed, data connections being referenced, areas/screens of the dashboard you were in when it occurred, what mouse clicks and keyboard button presses were performed - as much detail as possible.

• Useful Artifacts

  • What do the log files show - are there any errors - provide the log files as an attachment

  • Provide screenshots / gif’s / videos of the issue - these are really helpful and can signifcantly speeds up our response times once provided.

• Impact

  • What is this stopping the user from doing?

  • How many users are being impacted by this?

  • Issue Frequency (Intermittent, Transient or Consistent)

• Intermittent: Occurs randomly with no regular patterns of failure. Difficult to troubleshoot because their irregularity makes it hard to gather data during the failure. In this case, you should try to identify bottlenecks in architecture and check whether your resources are hitting their maximum threshold usages.

• Transient: Momentary or exist only for a short period of time. Problems that happen only for a second or a few micro seconds you can for micro bursts of traffic or resource peak utilisations. In most cases, transient problems can be ignored if they do not recur often and if your service is designed to be tolerant of transient failures. Examples would be network latency spikes that occur only for a few micro seconds, and small packet losses that cause timeouts.

• Consistent: Problems that fail completely, such as when something is inaccessible like a your dashboard. These tend to be easier to troubleshoot because they can be reproduced. For such cases, tell us the steps to reproduce the problem so that our support engineers can replicate the environment and troubleshoot the problem for you.

As part of our partners 1st and 2nd line support investigations, it’s essential to be aware of the steps that have been taken to investigate the issue and try to recreate it. This information can be invaluable and significantly speed up our investigations and a potential resolution.

When raising a ticket through email, please ensure that the Subject line of your email follows the format below - this helps with loading the case into our Service Management solution

Partner Name | (Your Customers Name) – Product and Version – Brief but informative title for the issue

Once the case arrives with us, we may adjust the title to be better associated with the issue in hand, once the investigations are under way.

Response Times

We endeavor to respond to emails within 24 hours, however the level of information provided at the point of raising the ticket can delay this at times, therefore please ensure as much information as possible has been provided. If your issue is urgent, please give us a call rather than wait for our standard response routes.

What You Can Expect Next

• You will be emailed an automated confirmation of a case being raised, and assigned reference number

• Initial triage and qualification of the ticket is performed by our Service Desk

• Further information/clarification points maybe needed to help investgate this further - if the information outlined in the Information Gathering section has not been supplied

• Where appropriate, our Service Desk team may engage with our Professional Services Consultants, Developers, Security and/or Cloud Engineers to assist with the investigation into more complex matters for you

• We may require a remote session to access your environment / that of your customer to help troubleshoot the issue, or we might provide you with steps to try to self resolve this yourself… we use a variety of remote access software option, so let us know what you prefer to use - as not all are permitted by each partner

• If there is a guide or a training video that we believe would help you, we will point you to that also
  whilst still assisting as needed

• If you are not on a recent version of the dashboard, you maybe advised to upgrade to a more recent version to overcome the issue you have reported

• Once we have resolved your issue, we will notify you that we are closing your case and the reason why – at this point we will issue you with a short satisfaction survey.

• These surveys help us to understand where we can improve, but equally we love to hear when we’ve done a great job – therefore please complete these where you can, as we really appreciate them.

Support for 3rd Party Products / Components (inc Open Source Software)

3rd party products are products not manufactured by Panintelligence. Unfortunately, Panintelligence are not responsible for third party hardware or software used as part of our partners overall software solution, and therefore we are unable to provide support on such elements of a partners deployment. Such support should be sought by our partner, through their own arrangements with the 3rd party directly.

3rd party software or code is however included and/or bundled within some of our Panintelligence offerings. In circumstances where in-depth technical skills to diagnose third party software problems in required, that relate directy to the dashboard software, we will refer to those third party software vendors for their support.