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What happens after I have reported a technical issue to Netop support?

April 26, 2017happens ISSUE netop reported support Technical

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10 Posted

What happens after I have reported a technical issue to Netop support?

1 Answer

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10 Posted

A All cases reported to us via our support form are registered directly into our world wide support system. If you have purchased our software from a local partner or reseller your support case is forwarded to them (1st level support). In most cases they are able to solve the case from the information and documentation you entered in the case. If they need assistance to troubleshoot they escalate the case to Netop support (2nd level support). In some situations we may request more information in form of additional log files, screen dumps etc. When all information is available we will try to replicate the problem to determine if it is related to insufficient settings in the software, unintentional use or in fact an error. In case 2nd level support can establish certainty of an issue as being caused by an error limited to a Netop product or its functionality the support case will be assigned to Product Management.