Introduction
If you are an existing Customer and have not yet explored our Xytech Help Center, we would like to invite you to register for a seamless support experience. See article: Self Registration for Support
If you're already registered, simply click the following link to log in: Xytech Help Center. If you are unable to find what you are looking for in the Knowledge base, a convenient "Submit a Ticket" button is available below for any assistance you may need.
Submitting a Ticket
Once signed in, click on "Submit a ticket" and Select the appropriate form:
Each Form has the relevant fields based on the type of request.
Priority and Severity
Ideally, the assigned Priority and Severity levels should align to ensure that issues are addressed with appropriate urgency and focus. For example, a Critical, No Workaround issue should typically be assigned an Urgent Priority, while a Non-Critical, Cosmetic or Annoyance issue would align with a Low Priority.
Priority Levels
1 - Urgent: Requires immediate attention; critical to operations or service.
2 - High: Significant impact but not immediately critical; needs resolution soon.
3 - Medium: Moderate impact on operations; resolution needed in due course.
4 - Low: Minimal impact or routine tasks; can be addressed at a later time.
Severity Levels
0 - Fatal Service Disruption Only: Complete system failure.
1 - Critical, No Workaround: A major issue with no alternative solution available.
2 - Critical with Workaround / Non-Critical, No Workaround: Critical functionality impacted, but a workaround exists; or non-critical functionality with no alternative solution.
3 - Non-Critical with Workaround: Minor functionality impacted, and a workaround is available.
4 - Non-Critical, Cosmetic, or Annoyance: No significant impact on operations; cosmetic issues or general annoyances.
Please note that Priority 1 ("Urgent") and Severity 0 ("Fatal Service Disruption Only") are reserved for critical scenarios, such as Fatal Service Disruption where Services are not operational requiring immediate attention. Please refer to Emergency Support
Ticket Forms
- Software Support: Software-related issues or Questions
- Technical: Updates / Database Backup/Restore / New User / Technical Configuration.
- Feature Request: Submit a New Feature Request
- License Request: changes to user seats, modules, or application
- Question: A General or Non-Software related Question
Ticket Form: Software Support: Software-related issues or Questions.
For Software malfunctions of existing features or Questions excluding fatal service disruptions or access problems within the product.
Priority and Severity Guidelines:
The Priority for a software issue or question can fall under any of the following levels, typically ranging between Priority 1-4 and Severity 1-4, depending on the urgency and impact on operations. Similarly, the Severity reflects the degree of functionality affected and the availability of a workaround. See Priority and Severity
Brief Description. Provide the details of the request, issue, or question. Please describe what you were attempting to achieve, along with the symptoms.
Steps to Replicate
The intention here is that enough information is provided so that anyone can follow the user journey and steps you took to replicate. Please include any pre-requisites for data setup or config where necessary.
What were the results?
Please provide the corresponding results to your steps to replicate. Be as specific as possible about the error message, unexpected behavior, or any issues faced during the process.
What were the expected results?
Please describe the expected results you were anticipating.
Additional Notes and / or Workaround
Any other additional information that you feel is necessary, such as did this happen after a recent update, a recent change to setup or configuration, or does this only happen with certain data.
Ticket Form: Technical: Backup/Restore / New User / Technical Configuration.
For technical assistance, including database backup or restoration, or for any other technical configurations.
Priority and Severity Guidelines:
The Priority for a technical problem, service request or technical question can fall under any of the following levels, typically ranging between Priority 1-4 and Severity 1-4, depending on the urgency and impact on operations. Similarly, the Severity reflects the degree of functionality affected and the availability of a workaround. See Priority and Severity
Brief Description.
Please provide a concise overview of the task, including relevant details such as the environment or user information. Additionally, please suggest several date and time options for the request to allow Xytech Support to secure a resource for at least one of your preferred timeslots.
Ticket Form: Feature Request: Submit a New Feature Request.
To submit a New Feature that does not currently exist in the product.
Priority and Severity Guidelines:
The Priority for a feature request can fall under any of the following levels, typically ranging between Priority 2-4 and Severity 2-4, depending on the urgency and impact on operations. Similarly, the Severity reflects the degree of functionality affected and the availability of a workaround. See Priority and Severity
Brief Description and Business Requirements.
Please provide a detailed explanation of the request, including its purpose, objectives, and desired functionalities. Please identify the current product limitations that the proposed feature aims to address. Please explain why the requested feature is important and how it aligns with user needs or business objectives. Provide as much context and detail as possible to ensure a comprehensive understanding of the feature you are proposing
Ticket Form: License Request: changes to user seats, modules, or application.
To submit a license request, change of user seat count or application.
Priority and Severity Guidelines:
The Priority for a License request can fall under any of the following levels, typically ranging between Priority 1-4 and Severity 1-4, depending on the urgency and impact on operations. Similarly, the Severity reflects the degree of functionality affected and the availability of a workaround. See Priority and Severity
Brief Description.
Please provide details of the request and include the instance or database name, indicate the number of current user seats (if known), and provide the current expiration date associated with the license.
Ticket Form: Question: A General or Non-Software related Question.
To submit a General or Non-Software related Question.
Priority and Severity Guidelines:
The Priority for a general question can fall under any of the following levels, typically ranging between Priority 3-4 and Severity 3-4, depending on the urgency and impact on operations. Similarly, the Severity reflects the degree of functionality affected and the availability of a workaround. See Priority and Severity
Brief Description
Please provide a concise overview of your inquiry, including your question and the intended objective if applicable.
Emergency Support
In the event of a critical issue, especially a service disruption and out of hours:
Emergency Support: How to Contact us During and Outside Support Hours
For additional resources, such as who we are, and what we do,
please explore the " Xytech Customer Support Services "
Thank you and welcome to Xytech Support!
Kirsty Hudd, Customer Support Manager, and the entire Support team…