Follow

Contacting Simble Customer Support

What to Report

If you have an issue with any Simble supported software, please create a ticket with the following information (if applicable):

1. A detailed description of the problem - This should include:

i) the problem(s) you are experiencing,
ii) any changes made prior to this/these problem(s),
iii) how long you have been experiencing this/these problem(s), etc.
iv) Exact steps to reproduce the issue.
v) The result you expected.
vi) What actually happened.

2. Contact name(s) and company’s name - You and your company’s name and the names of alternative contact persons, (i.e. E-mail addresses and phone and fax numbers where you can be reached).
3. Class Level - A determination of Class severity level from 1 to 4.
4. Support Case number - If it is related to an open support request, please include the current case number.

How to Report

There are three ways you can report an issue.

Via the Support Portal - Use the Submit a Request link in the top-right.

Via Email - Email support@simble.io to automatically create a ticket.

Via Direct Phone Call - Using the phone number provided for your local office at the time of implementation

A Support Consultant will contact you with a response to your support request. 

All Class 1 critical issues may be logged via the portal, but should then be followed up with a telephone call to ensure that the case has reached the Support Centre and the right attention, as emails or the Internet should not be solely relied upon in such cases. Be prepared to provide Simble Support with all essential information for the resolution process.

Please submit only one support request per issue

Classification of errors/problems

When submitting a support request, you should provide Simble with what you believe is the appropriate classification of the error using the following Class Level table as a guide. Severity levels range from Class 1-Critical to Class 4-Minor. Simble will make a reasonable and conclusive determination of the class level of the error and respond in accordance to the class of error.

Class Level Definition
Class 1 - Critical

Faults that seriously impair or halt performance in production for the end user:

Production System

  • System, server or critical application down
  • The user cannot make use of an essential function in the production system
  • Profitability will be severely impacted within several days
  • The problem cannot be solved by a restart or a bypass or a workaround

Development System

N/A
Class 2 - Urgent

Serious faults that affect productivity or development:

Production System

  • High-impact problem where production is proceeding, but in a significantly impaired fashion
  • The production system is running, but with repeated interruptions
  • Time-sensitive issue important to long-term productivity that is not causing an immediate stoppage of work

Development System

  • The problem cannot be solved by a restart or a bypass
  • Halts further development - workaround has not been found.
Can't go into production - workaround has not been found.
Class 3 - Important

Minor faults:

Production System

  • Problems which do not have a significant impact on current productivity.
  • The production system is running, but with limitations.
  • A function in the production system is failing, but there is a bypass available.

Development System

  • A function in the development system is failing, but there is a bypass available.
  • Development project can proceed, but in a significantly impaired fashion.
  • A workaround has been found but it is not acceptable.
Class 4 - Minor

Issues with low priority.

 Minor faults which do not affect the use of the system

Track your ticket / Add comments

Once you have submitted a request you will be emailed a link to your ticket so that you can track its progress.

Alternatively your can view your requests logging in to this portal.

As a case moves through the resolution process, it may pass through (sometimes more than once) a number of stages:

Unassigned The case has been recorded with basic details, but has not been assigned to a Support Consultant
Open The support request has been assigned to a support consultant and is working with the case.
Pending

Used by Support Consultants who are waiting for:

Customer input

Technical input

Next Maintenance release

Confirmation from the customer that a solution to a reported problem has been delivered and that everything is OK.
On Hold

Used by Support Consultants when:

Waiting for Third Party input.

The problem resolution is scheduled to be included in the next maintenance release of the software product.
Closed A satisfactory conclusion has been reached, and the customer agrees.

Problem Resolution

You may receive the resolution to a problem/query in one of the following formats:

Direct solution -- The problem is solved.

Workaround -- A workaround solution is found that is acceptable for the you as a customer. The workaround might be replaced by a permanent solution in an Update.

Patch -- For critical issues, a patch may be made that corrects a specific issue.

Updates -- Several issues may be resolved or corrected in an Update.

Out of Contract Service

Support Services specifically do not include services that include or result from:

1. Software errors or defects that result from improper handling or use of the software by you, your employees, or agents.
2. Software errors caused by changes, alterations, or revisions made by or on your behalf
3. Software errors that result from your use of software or equipment not approved by Simble.
4. Problems caused by your data, network, database, operational, or other environmental factors not within the direct control of Simble