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Support Case Opening Checklist
- Email Structure
- Email Subject - The email subject will become the support ticket name. A subject format such as the following will assist support engineers in finding your ticket quickly:
- <Customer_Company_Name> - <OMK Product> - <Very Brief Problem Description - 8 words or less>
- Email Body
- Problem description
- State the priority for this case
- Priority 1 - Business Critical - Production system is down.
- Priority 2 - Severe Impact - Production system unreliable.
- Priority 3 - Degraded Operations - Production system presents inconsistencies.
- Priority 4 - Informational - Customers are requesting information.
- State the OMK products that are exhibiting the problem.
- Explain any recent changes that may have led to the current problem.
- For customers that have deluxe support contracts with Opmantek; please provide the following information:
- State the following in regard to the affected servers:
- Hostname
- FQDN
- IP Address
- State the node name(s) that are exhibiting the problem
- State the following in regard to the affected servers:
- Email Attachments - Email attachments to JIRA have a 10MB size limit. If pertinent documents/files exceed this suport@opmantek.com will direct the customer as to the best method to share them.
- Support Zip(s) - See more specific instructions concerning support zips below.
- Anything that may be relevant.
- Email Subject - The email subject will become the support ticket name. A subject format such as the following will assist support engineers in finding your ticket quickly:
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