Ticket and live chat requirements
This document outlines the requirements for initiating a live chat or opening a support ticket. Following these guidelines will improve resolution times and expedite the support process for our partners.
Direct access to the system
To ensure a smooth support process, partners must provide direct access to their systems. Specifically, the IP address ‘185.59.93.56’ should have full access to your environment, as this is the host used by our support team for troubleshooting.
To maintain the security of our partners' access information, we have developed a tool called BSSUP. This tool allows access without sharing access details. Detailed instructions on enabling BSSUP access are provided in this article. However, in certain situations, such as upgrades, updates, scheduled maintenance, and troubleshooting certain services, our team may still require the root password.
For partners using older software versions without BSSUP, it is crucial to open ports for SSH access:
Port 2222 for SSH access to SERVERware
Port 2020 for PBXware
NOTE: Accessing any services will not be possible via screen-sharing tools. It is highly recommended to use direct access either via BSSUP or SSH which is a must for support requirements. The decision to use remote access tools lies solely with our team, and we reserve the right to refuse their use.
Effective and efficient issue resolution
Depending on the nature of the issue reported to speed up the process of issue resolution the partner is expected to provide a detailed explanation about the problem experienced in their environment.
Bug Reporting
When reporting a bug using tickets it is expected to provide the following information:
When the issue started
How to replicate it
Expected behavior
The above-mentioned items should contain detailed information to ensure that our team can replicate them.
If chat is used for reporting a bug, the same detailed information should be shared with the support team. However, it is important to note that real-time troubleshooting may not be possible during the chat session. An engineer will follow up with the partner after the chat concludes, using the ticket created from their report.
Reporting an issue within the software
If a partner is experiencing issues with any of our products it is expected that the support team receives the following information :
The exact time and date when the issue started happening
Were there any actions done on the system before the issue started
Was any update/upgrade of the hardware or software done before the issue
What steps were taken to troubleshoot the issue
Partners are expected to have basic Linux knowledge to inspect their systems independently. If issues cannot be resolved independently, they should contact our support team.
Our team has created a detailed document that provides information on locating logs for PBXware services and instructions on restarting each service. The article can be found on the following link.
NOTE: Our support team does not recommend performing backend actions that could disrupt services unless the partner is confident in their Linux OS knowledge. While we encourage independent troubleshooting, it is important to avoid actions if you are unsure of their effects.
Reporting a feature request
Feature requests should be submitted via tickets rather than chat to ensure comprehensive detail collection. If a feature request is submitted via chat, the support team will guide the partner on the required information and create a ticket for further communication.
By following these guidelines, partners can help ensure a swift and effective support process.