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Engaging with Support: What to expect

The main mission of the Kinetica Support Team is to effectively assist our customers with any issues that may result from the utilization of Kinetica to resolution.

To facilitate and accelerate the time to resolution, there are certain items that can be provided during the support ticket creation that would allow us to start working on the problems as soon as the ticket is received.

They are as follows:

 

Type
  • Specify - Question, Incident, Problem or Task.
Priority
  • Specify - Low, Normal, High or Urgent
Kinetica Version and Build
  • Specify Version/Build: I.E. - "6.2.0.21"
Description
  • A detailed, concise description of the issue; should include but not limited to:
  • Received Errors
  • Log Snippets / Code Samples
  • Sample Data to Recreate Scenario
  • Complete Replication Steps
  • Screenshots
  • Anything else that might aid in the troubleshooting of the issue

 

 

Conclusion: The provisioning of the above items, will aid support in investigating and resolving issues in a timely fashion for our customers. Extraneous communication in order to obtain these items not provided to Support upon ticket creation may cause unnecessary delays in ticket processing. Our thought should be the more that is provided to support upon ticket creation, the better!

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