Guidelines for Support

Please review the following document when contacting technical support for assistance

When seeking technical support assistance, providing the following information can significantly improve the efficiency and effectiveness of the support process.

Description of the Issue:

A detailed explanation of the problem the client is facing, including any error messages, codes, or unusual behavior they have observed.

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Device and Operating System Details:

The specific device (e.g., laptop, desktop, smartphone) and the operating system (e.g., Windows 10, macOS Big Sur, iOS 14) being used.

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Software and Application Information:

If the issue relates to a specific software program or application, provide its name, version, and any recent updates or changes made.

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Network Information:

If the problem involves network-related issues (e.g., internet connectivity, network printing), include details about the network setup, Wi-Fi/router information, and any recent changes to the network configuration.

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Steps Taken to Reproduce the Issue:

A step-by-step account of what the client was doing when the problem occurred can help in replicating the issue for troubleshooting purposes.

Bad Example:

Step1: open http://mywebsite.com/page1 Step2: observe the field is now empty whereas it was filled in before Step3: I was logged in with USER1

Good Example:

1/ go to http://mywebsite.com/page1 2/ log in as USER1 : LOGIN / PASSWORD 3/ observe the field is filled in 4/ go to http://mywebsite.com/page2 5/ do action ACTION1 6/ go back to http://mywebsite.com/page1 7/ observe the field is now empty

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Recent Changes or Updates:

If any software, hardware, or system updates were installed shortly before the problem started, provide details about them.

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Screenshot or Video:

If possible, attaching a screenshot or recording a video demonstrating the issue can be incredibly helpful for the support team to visually understand the problem.

Screenshot of an error message

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Error Logs:

If there are any relevant error logs or crash reports, provide them as they can offer valuable insights into the root cause of the issue. If you receive and error in Nexport Campus similar to the image below, click on the "technical details" link to show the relevant details to include in the technical support request.

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Relevant Account Information:

If the problem is related to an online account or service, providing relevant usernames, account numbers, or service IDs can aid in investigation.

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Environment Details:

Mention any other relevant environmental information, such as external peripherals connected, software installed, or any other factors that might be affecting the system.

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Contact Information:

Name, email address, and phone number for communication regarding the issue.

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By providing these details, you are helping our technical support teams to better understand the issue and potentially resolve it more efficiently. We encourage you to be as specific and thorough as possible when submitting your technical support requests, as the information can save time and lead to quicker resolutions.