While working in iDashboards, you may sometimes want advice on which chart type will best work with your data, need a little extra help correctly setting up your chart, or run into an error. When that happens, you have the ability to reach out to an eager and friendly support team here at iDashboards that will attempt to resolve any issues or confusion you may have.
Here is how you can get the best and quickest response when dealing with support.
To start, for the majority of our cases, we’ll ask for an email to be sent directly to the support inbox. This provides the support team with a great deal of information, such as; your name, company you work for, email address, telephone number, and whether you are a cloud or on-premise customer.
This information becomes extremely important if calls are accidently dropped or lost and we are trying to get back to you. It also helps us provide the most accurate answers based on the type of installation you are using. In many scenarios, we provide quick answers, to which an email allows you to log back into the OSKAR portal and see previous responses.
In the case of an error, we will usually ask for a screenshot of the page, and an account of what was being performed when the error occurred. A screenshot of the error will let the Support team know if the error is coming from the Users application or the Admin application – which helps us speed up a response for the situation.
Lastly, if you are receiving an error and you call into the support line, most cases will require the log files to be sent to support. These log files are only available for on-premise solutions, and should always be downloaded from the Admin console of iDashboards if accessible. These files provide us accurate information about your installation that can be vital to a proper solution.
A few things that a log file provides the support team are: the version of iDashboards you are running, Java version, Java bit architecture, Tomcat version, operating system, operating system architecture, and – most importantly – the server side details about the error.
Plan your interaction with our support team accordingly, and you will be on your way to a speedy response and an efficient solution!