Support Process

The support process is outlined in the diagram and explained in more detail below.

Prepare the Support Issue

Prepare the support issue before sending it by first trying to find the answer through self support. If it is a problem or a possible bug, eliminate every part that has nothing to do with the problem and try to pinpoint the area where the problem arises. A good way to prepare an issue is to create a small sample that shows the problem.

Receive Acknowledgment

You will receive a confirmation e-mail several minutes after you have submitted the case. The confirmation e-mail contains the case identity and information about how you can follow the case. Each case has its own password protection for security reasons. To open the case you need to enter a secret ticket.

Receive an Answer From EPiServer Support

After a while, you will receive an answer from EPiServer Support via e-mail. If the answer is not to your satisfaction, or if you are asked to supply further information, reply to the e-mail with the new information. The e-mail will automatically be matched with the correct case. Do not reply to the e-mail with a new issue. Only send additional information/questions regarding the current case. If you have a new question, register a new support incident.

EPiServer Support requires an answer from the initiator of the support issue, either with the requested information or an acknowledgment that the answer solved the problem. If the request is not answered within 4 days, a reminder will be sent. If the request is still not answered within 2 days, the case will be automatically closed. Closing a case that has been successfully answered through the Web interface will prevent this reminder being sent.

Case Solved

If the answer solves your problem, inform EPiServer Support that the case is solved. You can preferably close the case yourself by clicking Close Case in the support Web interface. If no action is taken, the case will be closed automatically within a few days.