Viz Mosart Administrator Guide
Version 3.8.1 | Published January 22, 2018 ©
Customer Support Requests
Support Requests are supported if you have a valid Service Agreement in operation. Customers who do not have a Service Agreement and would like to set up a Service Agreement should contact their regional sales representative (see Customer Feedback and Suggestions).
When submitting a Support Request, relevant and correct information should be given to Vizrt Support, to make sure that Vizrt Support can give the quickest and best solution to your Support Request.
Before Submitting a Support Request
Before a Support Request is submitted make sure that you:
Read:
-
The relevant User Guide or Guides
-
The release notes
and Check:
-
That the system is configured correctly. Always keep track of all changes, and roll back to previous configuration file versions and test this if the system has been reconfigured recently.
-
That you have the specified hardware, tested and recommended versions.
Always refer to your Vizrt Service Level Agreement document.
Submitting a Support Request
When completing a Support Request, add as much information as possible.
Content of a Support Request
The report must contain the following topics:
-
Problem description: Include a step-by-step description of what the problem is and how to reproduce it. Specify your workflow. Use simple English. Refer to the Naming Convention for Components when describing the effected parts of the system.
-
Expected behavior: Describe what you expected to happen.
-
Actual behavior: Describe what actually happened.
-
Screen shots, illustrations and videos: Use these to augment the message.
-
Software configuration: Add exact versions of software (-build) used.
-
System locale: Specify the Region and Language settings of the system, and also the Time Zone setting on the servers and PCs, as this might be different from local time (some global stations using UTC/GMT setting).
-
System log files: Send the system log files (see Take Snapshot).
-
Crash log files: Send the error report and crash log files.
-
System Config file: Send the system configuration files.
-
Hardware configuration: Add exact versions of hardware used
.
Optional:
-
System setup: Describe differences in the installation, if any, from the recommended setup.
-
Windows event log files: Add these log files if deemed necessary or requested by Vizrt.
-
System Network: Add a description of how the network, bandwidth, routers, and switches are configured.
Always refer to your Vizrt Service Level Agreement document.
To submit a Support Request:
-
On the www.vizrt.com page, click on Support.
-
Click on Report a case.
-
Click on LOG IN to login to the Customer and Partner portal.
-
At the top of the Case Management page, click on Report a Case.
-
In the online form complete the required minimum information (shown by a red asterisk) and click SAVE.
-
In the saved Support Case that opens, complete the various text boxes and upload any required documents, files, etc. (see Submitting a Support Request).
To track the status of open support tickets, login to the Customer and Partner portal. Add information or communicate about the cases directly with the support team.