Issue reports are the main tool you have to communicate to Support any issue, system crash or unexpected behavior you may suffer, that needs technical assistance. In this article you will see the steps to follow to be able to communicate it. Login Although it is possible to contact Support directly by e-mail (support@netexlearning.com), the easiest and direct way to report an issue is through the existing online form. To access it Para acceder a él, first you must access the Customer Success Center and click on the Login option at the top right to identify yourself with your account. In the Sign in page insert your Email and Password. In case you are a Netex internal employee, use the NETEX LOGIN button. Create a Ticket The next step is to create a Ticket, which is the report you will send to Support to notify them of your problem, so that they can start the help process. There are two ways to access the form: From the Home page, click on the Report an Issue button located in the central part. From any other page, click on the + New button at the top and select the option Report an Issue. Fill in the Form This is the Report an Issue page where you can fill in the form to open a ticket. Depending on the type of issue you will be asked to fill in different fields, those marked with a red asterisk are mandatory: Subject: give a brief and concise description of the issue, one or two sentences that make the ticket easily recognizable. Once you fill it in, some helpful support articles may be displayed on the right side of the page. NTX - Initial selection: select the type of issue you want to report: System is down. Something went wrong. Not in this list, Other reason. Incident Source, in case of system crash, identify the source of the problem: System update message. Login not available. User or pass not working. Service unavaliable. Affected URL. Affected Username/s. Affected Sprint / Channel / Course / Unit / Project / Template. NTX - System OS / Version. Web Browser / Version. Date since incident is present, for log research. Impact: how this issue stops your daily operation, on a scale of low, medium or high. Description: make a more extensive description of the issue, detailing all the steps you followed; how it affects the user experience; and the origin of the problem, if you know it. You can also Attach a file, like a screenshot, that help to better understand the issue. Requester: insert the email address we will use to contact you. If you want to add someone else to the conversation, please use the button Add CC. Please try to be as concise and descriptive as possible when composing your message. Remember to provide as much information as possible and do not hesitate to attach any files that can help the Support technicians to understand and resolve the ticket in the easiest way. 🙂 To submit the ticket to Support, click the Submit button at the bottom right. Check the Tickets Once the ticket has been opened, you can follow up on its status and related information, both for tickets in process and those that have been previously closed. There are two ways to do this. On the Home page, at the bottom you will see a section called Open Tickets. This shows only tickets that are currently in process. If you want to access a detailed list of all tickets opened in the past, click on the three-dashed icon at the top to access the main menu, and select the Tickets section. Open tickets On the main page, clicking on any of the entries in the Open tickets list takes you to the ticket information page (if you click on View all you will go directly to the Tickets page): Here in addition to the basic ticket information (subject, date , status...) you can see three sections: At the center you can see the list of Resplies of the ticket, all the messages that have been exchanged between the user who opened the ticket, those who are following it, and the agents in charge of resolving it. Here you can contact them by typing in the text box at the bottom and clicking the Send button. On the right side you can see the advanced ticket information, related to the fields you filled in when you opened the ticket. Here you can change that information, clicking on the Update button to save the changes. At the top right there are three other action buttons: Reply, to go to the text box and send a new Reply. Mark ticket as closed, to close the incident if you think it has been resolved. Share, to make it possible for other users to view and follow the ticket in the same way as you. Clicking on this button a new window appears where you can add other users through two options: Add people: the user will be able to access the ticket from his Support page and add reply Notes. A single email is sent to him notifying that he has been added to the ticket, he will not receive the ticket status updates. If you also want him to receive these notifications by email, you must check the flag Also send Email notifications. Add as a Ticket watcher: making a user a Watcher he will receive email notifications every time there are updates, with the ticket link to add comments. But he will only be able to access through that link, the ticket will not appear in his portal. To add a user to the ticket, enter his e-mail address. The user must be registered in the Support portal and verified by email, it is not possible to add email addresses that do not belong to the platform. This action cannot be undone, once a user is added to the ticket, it cannot be deleted. Tickets Page There are three tools for filtering the list results: Status: you can select All Tickets; those currently Open or Pending; those Resolved or Closed; and those Shared with Me (added CC on the Requester field of the form). Sort by: to change the order of the list: by the Date it was Created; Last time it was Modified; and its current Status. They can be sorted Descending (most recent) or Ascending (oldest). Created by: displays only tickets created by Me; by any Organization I belong; or All tickets without filtering. You can also use the Search box to search through all tickets. If you know the ticket number, enter it here. Each entry in the list shows basic information about the ticket: Subject, in bold. Ticket number, next to it (starting with #INC) Date of creation. If it was created via web Portal, Phone or Email. Status in the colored box on the right side. In the right corner there is an option Export tickets that allows you to download a text file with the list of tickets displayed. In the pop-up window select: Export as: file format. Filter tickets by: date range. Select Fields to Export: information fields included.

 STANDARD SLA   Access to the online support portal Included E-mail available for incident registration Included Authorized contacts 2 Minor updates and product patches Included Guaranteed availability for SaaS mode 99’5% (*) Incident registration hours 8 AM - 8 PM CET Monday to Friday National Holidays (Spain) Not Active Languages Spanish and English (*) not including the time for updates or working window   Critical issues First answer: 2 hours Resolution: During office hours High priority   It includes all those incidents that completely prevent the use of the contracted service for all its users. In addition, incidents involving loss of data or critical security defects. It will be registered and answered in a maximum of two hours (within the timetable indicated) any incident of this type, working after reporting during office hours to solve the problem and restore functionality or functionalities out of service. If support request is sent outside office hours, the two hours mentioned will be counted from the first business day after notification.     Average First answer: 4 hours Resolution: During office hours Medium priority   This level of severity includes all those incidents that prevent the use of one or more important functionalities of the service, but do not affect all users or prevent that most of the contracted functionalities are used. Any such incident will be registered and managed with in a maximum time of four hours (within the indicated service hours), working during office hours until the problem is solved and the functionality or functionalities that are out of service are restored. If the support request is sent outside office hours, the hours mentioned will be counted from the first business day after notification.     Normal First answer: 24 hours Resolution: During office hours Low priority   This level of severity includes all those incidents that are not related to the malfunction of the service as a whole and that affect only a small number of users. Any such incident will be registered and managed with in a maximum time of 24 hours (within the indicated service hours), working from then on during office hours until the problem is solved. If the support request is submitted outside of office hours, the hours listed begin from the first business day after notification.   Incidents with medium and normal priority, the start of production of your solutions will be subject to the cycles of the products in question: netexCloud every 15 days. learningCloud every 15 days. contentCloud every 15 days.   Mobile applications every month alternating between operating systems. These days are the release cycles of new software versions. Any resolved incident will be part or included in one of these cycles, Netex reserves the right to prioritize the inclusion of average and normal incidents in mentioned cycles.   General service information Incident resolution times will depend on the nature and cause of the solution. A resolution may consist of a patch or an alternative process under the supervision of the Netex support service and the authorized contacts from customer side. The customer agrees to cooperate and work closely with the Netex Support Service (from now NSS) to reproduce the errors, including performing diagnostic or troubleshooting activities. In addition, under Customer approval on a case-by-case basis, Users may be asked to provide remote access to their desktop system for troubleshooting. Incidents created by the interaction of third-party software or by the configuration of local applications on the desktop or laptop will be outside the scope of the NSS. It’s also committed to doing its best to locate the source of the problem, but we will not be able to give advice on configuring and adapting third-party tools outside of our platform, except for periods agreed with Netex for pre-deployment integrations and compatible browsers ( informed by the product Frequently Asked Questions about the service What defines an "incident"? An incident is defined as a single issue technical support and the reasonable effort required to resolve it. A single technical support problem is an issue that cannot be divided into subordinate problems. If a problem consists of subordinate problems, each is considered as a separate issue. An incident may require multiple contacts and an offline investigation to reach the final resolution. Doubts and questions about the use of products are not subject to the definition of incidence and, therefore, will not be covered by this SLA.   Am I guaranteed a solution? Although our technical support professionals will do everything in their side to resolve the issue, the NSS cannot guarantee that all issues will be resolved due to the diverse computing configurations of our customers. Customers can request to close an incident before it is resolved. What is considered an acceptable solution to the problem? The technical support professional will agree on the definition of the problem with the user when the user raises the technical support incident. The incident will be closed when the technical support professional has offered the user one or more solutions. If the technical support professional cannot find a solution, the user will be notified and the case will be closed as not resolved.   Is there something the NSS does not cover? Customer Proposals for Product Features Onsite Support Root Cause Analysis Out-of-Life Support Products Custom Code Writing or Review Retrieval of content uploaded to our platform (eg Scorms, XApis, videos or any other customer resources ) or deleted from the standard functions of the products.   Disclaimer Liability Errors, unforeseen circumstances and force majeure Netex Knowledge Factory will not be responsible for the unavailability of the hosting service, errors, delays in access, or any anomaly due to connection problems. the contracting person, causes of fortuitous event, force majeure or any other totally unpredictable contingency and therefore alien to the good faith of the company and not attributable to it. Damage Netex Knowledge Factory will under no circumstances be liable for errors or damage caused by the inefficient and bad faith use of the service by the contracting person. Neither will it be responsible for the consequences derived from the lack of communication with the contracting person when it is attributable to the non-operation of the email provided or to the falsity of the data provided by the contracting person.   Interruption of the service  Netex Knowledge Factory reserves the right to temporarily interrupt the provision of the service due to imperative needs for improvement, repair or replacement of the technical means used to provide it. Whenever possible, an attempt will be made to agree in advance with the client the schedule for carrying out these tasks. Likewise, Netex Knowledge Factory reserves the right to interrupt the service when the contracting person is breaching any of the existing clauses in these Conditions and, especially, when the contracting person is committing some type of illegal activity, does not pay the service or additional costs, or when the contracting person is using the service in violation of the provisions of these Conditions. The interruptions of service that refer to any of the causes of this clause will not give rise in any case to an indemnity or claim to the contracting person. Netex Knowledge Factory assumes responsibility for the efficient provision of the service based on the provisions of these Conditions and based on the specific request made by the contracting person. The contracting person expressly waives to claim any contractual or non-contractual responsibility for possible damages or losses derived from their own breach of these General Conditions or derived from any willful or negligent action by the contracting person.     Applicable limits if learningCloud is included in the license   Width maximum monthly bandwidth UNLIMITED limit file upload 500 MB (1) Limit disk space (2) 75 GB limit version of the TLS Minimum 1.2   (1) To enable the import of courses whose size exceeds 0.5 GB required a request prior to the support service (Maximum 1.5 GB). (2) To purchase superior features, contact your sales agent     Applicable limits if contentCloud is included in the license   Upload limit for single files. 500 Mb. Limit disk space. According to contracted licenses. TLS version limit. Minimum1.2 Limitations of the tool. Simultaneous accesses with the same user are not allowed. Browsers in their last two versions (1) Chrome Firefox Safari Product templates: each template has its own limitations. See manual of each one. Catalog: each collection has its own limitations, we invite you to review its specifications. Https activated will force to use external https links. Our antivirus can prevent the upload of certain files.   Legal liability limits. The uploaded content is the responsibility of the author or, failing that, the instance administrator. We are not responsible for the authorship of the content.   (1) We refer to the last 2 major versions of your browsers.     APPENDIX 1 - Average timeline for incident resolution