Catalog

1. Introduction

2. Setting the right expectations

3. Preliminary checks before creating a support ticket

4. Recommended steps for reducing your ticket processing time

5. When reporting an issue

6. Other sources of relevant information

Introduction

To make sure we provide the best and most efficient support we advice you to read this guide line.

Setting the right expectations

We handle tickets according to Boyum IT policies for both reponse times and bugfixing.

This is descibed in the Support map here.

Preliminary checks before creating a support request

• Review your process and the related software configuration in the online documentation before submitting your request.
• Always make sure that you have run your business process on a test environment with the latest available version of the Boyum IT product you're using. You can download the newest software from this page: https://download.boyum-it.com/ 
• Check the specific product recommandations before submitting  - link to new article.

Recommended steps for reducing your ticket processing time

If you believe that the issue is still appearing in the latest software release, please make sure to provide an answer to the reported questions below:

• - Can you reproduce the issue again and again?
• - Can you reproduce the issue for all users?
• - Can you reproduce the issue on all client PCs/Terminals?
• - Is the issue affecting all users connected to the same Terminal Server (when applicable)?
• - Can you reproduce the issue on more than one company database (a copy of the Database where the issue is appearing is not considered to be another database)?

If the issue is still appearing, in order to ensure that we can narrow down the cause and process your request faster, please provide a detailed description of the error by following the guideline reported here:

When reporting a issue

Make sure that you follow the steps described in this chapter in order to assign the correct prioritization to your ticket. Please note that you cannot add CCs to the ticket after submitting the ticket due to security reasons. If you wish to include another recipient as CC on your support request, you must specify an email address belonging to the same domain of the requester in the CC field of the support request web form (see image below). If you add CCs to your e-mail replies once the ticket has been submitted, they will not receive a reply back from us.

Assign the correct priority to your ticket by checking the criteria shown below:

Priority definitions

• Low - Issue has little impact on business operations and does not hinder daily operations.
• Normal - Issue affects business operations in a non-critical way.
• High - Business operations are seriously threatened, and urgent tasks cannot be executed. A workaround exists.
• Urgent - Stand-still with no workaround. The issue is business-critical, has serious consequences for business operations, and requires immediate resolution. The imminent (today/tomorrow) system go-live/upgrade of a production system cannot be completed. No workaround is available.

Fill in the request for with your information.

For Beas see 

Please do not submit more than one request per ticket. If your ticket contains more than one request, it will be processed for only one of those and you will be requested to submit all additional requests into separate tickets.

Other sources of relevant information 

For Logistics (WMS/SCAN): review the hardware requirements.

For Beas Manufacturing: review the hardware requirements and performance recommendations.  

For Horizontal (B1UP, iPayment, CRM for Outlook) products: review the Performance FAQ and troubleshoot the issue based on the steps provided. If the issues persist, please provide feedback from the troubleshooting steps in your ticket.

For Crystal Report: review the Crystal Report performance tips.