Report and resolution of incidents

The reported of the query or a support case should have previously attended the training adequate to the licensed products and have acquired the level of knowledge and competence sufficient to use the products correctly.

It is considered that the product has an error if:

• It causes error in the correct execution of the software.
• Displays unexpected behavior during the correct execution of the software.
• Does not allow the use as defined in the documentation or release notes user manual.
• Is reproducible.

In the first instance the user should try to resolve the case using all documents, manuals and product release notes available. The use and proper functioning of the software is defined in the technical manuals and configuration and administration guides that are provided with the software license.

The description of the case to Technical Support be as complete as possible and include:

• Description of installation environment.
• Versions of the product installed.
• Descriptions of the error and steps required to reproduce it.
• Relevant screen shots and logs of the error, if available.

In the first level of technical support, we try to solve the incidents reported by email, phone or using remote access tools. The second level of support will be necessary if the resolution of the problem requires the commitment of time by a technician to analyze and solve the incident on the customer's environment.