When submitting a Support Request with us it is important to provide as much information up front as possible. We are going to ask most of these questions anyways so it will only benefit you when hoping for a swift resolution. When creating a case with us, if you could include the following:
- Detailed steps to reproduce
- What Product and Version you are using
- Specify if all Updates/Hotfixes have been applied
- Any data that is in question (if reproducible in a tutorial, please specify which one)
- Any visual aids (screen shots, videos, etc.) that may help us diagnose the issue.
- Submit any CERs that you may have received.
- Inform us if the issue is limited to a certain machine/profile.
- Any customizations to the installation or 3rd party applications installed.
Our goal is to assist you as quickly and efficiently as possible. If you provide these details up front we can expedite the process and in the end save your valuable time!