Logging A support call.

Support Calls

Support calls are managed through a service desk, to ensure they are addressed correctly, please email us at support@newired.com. You can also consult our Learning database to resolve most minor issues https://support.newired.com/hc/en-us

Support can be contacted from 9.00 to 18.00 Monday to Friday. All support meetings with the Partner/client will be handled in this time frame.

Please provide the following information in the support ticket.

1. Company Name and the Issue in the subject line of your email.
2. A full explanation of the issue and where the issues are found, e.g. in the editor or in the live environment. Is the issue on a single-user pc, has this been tested by a second user with the same outcome? Can Newired get a login, VPN access to the environment to test? (if needed)
3. 
   

    What steps have been taken so far to try and resolve the issue? Referencing the Learning database https://support.newired.com/hc/en-us 

   
   
4. 
   

   Provide screenshots, videos, and full log files. Large video files can be sent by uploading on WeTransfer.

   
   
5. Please ensure all emails are sent in English, as we are not responsible for misunderstandings that may be related to the translation of the email.

Support can ask for an additional call with the client, to gather extra information or resolve the issue. Make sure you have access to the target application, the portal and if needed also the server. Follow this link to provide screenshots, video, and full log files.