Support Tickets - What to Expect
Your questions are extremely important to you, so they are important to us!
- Please read through "What our Support Team needs from You" below, to speed up your resolution time.
- If you have other questions, please refer to the FAQs section below.
What our Support Team Needs from You
If you have submitted a Support ticket, we may not be able to begin testing your Template until we have more information, or a simple version of your template to test. To reduce your resolution time, please make sure your ticket has the following information in the body or the text or as an attachment.
Your License Key (Existing Customers)
If you're not sure how to find your license key, please see All About Windward Licenses.
Your Product Versions
- The version of your Report Designer
- The version of your Report Engine
A Simple, Testable Template
- It is helpful if we are able to open and generate output from the Template immediately without having to find and replace Tags (e.g. Import Tags) that link to items not available in our environment.
- If our Support staff have to make many adjustments to your Template in order to generate output in our environment, we may provide hints on simplifying Templates and ask you to send us another version.
An Error Log
Logging for Report Designer
Navigate to the Options section of the AutoTag manager Tab in your Office ribbon. In the Options popup, go to the Advanced tab and click the "Create Log File" button. See this article for more information.
One Topic Per Ticket
To ensure our Support doesn't overlook any customer concerns while working on a Support ticket, if your ticket contains more than one issue or question, we will create new tickets for those additional topics. We will make sure to answer all of your questions in the correct ticket.
What Kind of Help is Provided by the Windward Support Team?
On the Support Desk, we can provide guidance, reference material, and respond to exceptions in the software. However, designing your Template for you, and helping you to write code or queries, falls outside the scope of Support, and requires a separate Professional Services Contract. If you would like to arrange a Professional Services contract, let us know and we can put you in touch with your Account Manager.
Why do You Need My License Key?
We provide support to many different kinds of groups. You may be the customer of a customer, or you may be working with a third party solutions contractor. Because of contractual obligations, we must make sure that we align your ticket with the correct parent group, and only you can tell us who you're working with.
Why do You Need to Know the Versions of Windward Products I'm Using?
The version of the Report Engine must be equal to or newer than the version of Report Designer you're using. Otherwise, you could design a Template with a feature available in Report Designer that an older version of the Report Engine would not know how to interpret, with unpredictable results.
When Will My Ticket be Answered?
We do our damnedest to answer tickets in as timely a manner as possible, in the order they are received. Your ticket may be delayed because we are waiting on more information from you, but we will work on your ticket as soon as we can.
How Long Will It Take?
That's entirely dependent on the complexity of the Template, how much time our Support staff spends trying to get your Template to generate output in our environment, and whether we find something that requires a fix. Some tickets are solved within minutes. If you have a really tricky question that we need to ask Development, your ticket may be delayed due to Development's schedule.
How Do I Get Updated License Keys?
If you have forgotten your user name and password, there is a button on the login page that you can click to have the store email your user name and password.
Why Am I Asked to Separate Questions in My Ticket(s)?
There are two basic reasons, and the bottom line for both is to answer your questions quickly and effectively:
- The first is that we can lose track of each request if there are many listed in one ticket; we want to make sure that all of your questions are answered effectively.
- The second is that it allows us to assign questions to specific developers if needed. If there are many issues in one ticket, the areas in question can be unrelated and need to be addressed by different developers in different departments. Imagine that you had questions that seemed related, but upon inspection, we find that one is related to Template layout and another is related to your Report Engine -your ticket could be in limbo for days after waiting to be addressed by one department, reassigned to Support, reassigned to another department, and back to Support again.