Vany errors or incidents should be reported by an individual who has attended the appropiate training course (or courses) for the licensed products and have acquired a sufficient level of knowledge and competency to use them correctly.
A product is considered to have an error if:
- An error occurs when the software is executed properly.
- Unexpected results are shown when the software is executed properly.
- It is not possible to apply the software as is defined in the release notes or user manual.
- It is reoccuring.
In the first instance the user should try to resolve the incident using all documents, manuals and product release notes available. The proper use and functioning of the software is defined in the technical documentation and in the configuration and administration manuals which are supplied with the software license.
When reporting an incident to Technical Support the description should be as complete as possible and include:
- A description of the installation environment.
- Details of which versions of the product are installed.
- Descriptions of the error and steps required to reproduce it.
- Any relevant screen shots and logs of the error, if available.
The first level of technical support involves the technicians attempting to resolve the issue by email, by telephone or using remote access tools. The second step is necessary when the resolution of a problem requires a technician to analyze and solve the problem in the customer's environment.