SuLA Instructions

Instructions on how to receive commercial support.

Overview

As an open-source platform, Servoy allows anybody to file bugs and feature requests in our case management system. However, we offer preferred Support Levels to paying customers with guaranteed response metrics. This page covers the instructions for receiving commercial support.

If you are uncertain if you have a SuLA, contact your designated account manager or [email protected].

Accessing the Incident Portal

You can access the Incident Portal directly and log in if you have an account. You can also link to it from our general case management system at support.servoy.com.

Case Management System vs Incident Portal. What's the difference?! Because Servoy is an open source platform, we publish our bugs and features transparently on our case management system support.servoy.com. The Incident Portal is for private support for SuLA customers.

Creating a Support Account

On both the Incident Portal and the case management system, You will be prompted to log in. If have not already created an account, you can do so using your email.

Which email address to use ?

In order for your account to be linked to the proper SuLA, you must use your company email that is associated with the organization which holds the SuLA.

For example, use [email protected] instead of [email protected]

Once you have provided your email, you will be sent a password reset link. Check your spam/promotion folders to ensure you have received the email.

Enter a secure password to finish creating your account. Your user profile will be associated to the SuLA company by domain name.

Use your company email to register for a support account

Creating a Request

Once you have logged in, you are ready to create a support request.

Select an issue type and enter the required info

1. The first step is to select the type of issue that you are experiencing. The available issue types include:

• Bug - Select this issue type if you believe that you are experiencing a bug with the Servoy Platform or developer environment that is impacting your organization.

• Feature Request - Select this issue type if you believe that the Servoy Platform is missing an essential feature which will help your organization

• Technical Question - Select this issue type if you are experiencing an issue in development and deployment, but you don't believe (or you are uncertain) that it is caused by a Servoy Bug.

• General Question - Select this issue if you have a non-technical or general question about the Servoy Platform, such as billing or company policies or procedures.

1. Next, provide a summary and description of your issue. Be sure to be specific and provide all relavent information. The more information we have up front, the faster our agents can help to resolve your issue. Please include any supporting attachments, such as log files or screenshots of errors or warnings, etc. (Dont worry, your issue's details will be private to just you, and your organization if you choose to share it with colleagues). Finally, don't forget to enter the Servoy Version(s) on the developer or deployment environment(s) where you are experiencing the issue. This will help us to narrow down the caue more quickly.

Confirmation

After you have submitted your support request, you will receive confirmation via email with links to monitor your issue in the Incident Portal.

Email confirmation of support request

You will continue to receive notifications via email for any activity on this support issue. You may also reply directly in the email to message the support team.