Log a Support Ticket
If you need support (whether you are a managed support customer or not), please log a support ticket by emailing [email protected]
You will receive an automated reply with a ticket number. If you do not receive a reply with a ticket number it means your ticket has not been logged.
Why should I log a support ticket / request?
Logging a ticket enables us to track and manage support requests centrally and distribute tasks around our team. It also allows us to process tickets “first come first served” (taking into account the severity and priority of the issue).
It also means if the person you usually deal with is out of the office, busy or generally unavailable for some reason that someone else can help you.
What happens if I just call the office?
You will be asked for your ticket number unless it is a truly urgent issue and you’re unable to log a ticket for some reason. If your issue is not urgent, you’ll be asked to log a ticket.
What if its an urgent issue?
If it is an urgent issue (your team cannot work due to a serious outage of some kind) and you cannot log a support ticket, then a call to the office is fine in those circumstances.
How soon will I hear something back regarding my support ticket?
It will vary depending on the following factors:
- The severity of the issue
- Whether or not you have a managed support agreement
- Whether or not your account is up to date and your credit standing with Tall Emu.
If your account is not up to date without good reason, you may be asked to pay your account prior to receiving support from us. We can accept credit cards at a surcharge of 2% (sorry, no American Express).
What information do you need to help diagnose a Support issue?
To aid us with a fast response to issues, it is really important that we get a clear, actionable report.
The benchmark for a good bug report is that you could pass it on to someone, and they can understand what has happened, what you expected to happen, and that they have steps to reproduce the problem themselves.
It is also very helpful to know if it impacts one user, or all users and how long it has been happening.
If we get an error message – the actual text of the error is useful as well.
The final comment – step to reproduce is the most important one. This allows the person who is addressing the bug report to verify that they are checking the right thing – and if a fix is needed – to verify that it has worked.
“It’s broken. Please fix it ASAP” – it conveys urgency, but very little else. It is a bad bug report that we can’t action it but at least we’ll know you’re upset.
An better example:
When I add “Banana” to a sales order, the description comes up as “apple”.
An Even Better example (What we need):
When I add Banana to a sales order, the description comes up as “apple”. The description of the Banana is correct in product admin, and this happens to all users. It started happening last Tuesday. See screenshot below.
To reproduce it:
- Click new sales order
- Select any customer
- Click add item – and in the popup select “Banana” (part number B1).
This is why this is really good bug report:
1) You have given us an clear understanding of the problem and your expectation of what should be happening.
2) You have given us steps to demonstrate the problem and verify it. This is very important because in CRM people can do things in many different ways.
3) We can then pass this to someone to resolve – and they can step thru it – and more importantly – check that they have fixed it.
4) Most important of all – we can get right onto it, rather than trying to figure out what you meant.
If I don’t have a Managed Support agreement what does Adhoc support cost?
If you don’t have managed support, ad-hoc support is available at our prevailing hourly rate (currently $250 per hour, plus GST) billed in 15 minute increments.