This document describes the Avantra support process.
Before you contact us
Before contacting us, please check:
- Сomprehensive online documentation
- Our knowledge base (you're very close while reading this document)
- Release notes
- Training materials (if you have attended Avantra training)
If there is a person in your organization responsible for Avantra, you may want to ask the person too.
Our ticket system
To contact us, please use our ticketing system at https://support.avantra.com/.
If you don't have an account yet, there is likely a person in your organization in charge of Avantra who can request a new account. Otherwise, you can send an email to firstname.lastname@example.org.
There are five types of tickets. Below, we will take a closer look at each of them.
Something doesn't work as expected and you can't figure it out yourself. Please describe your problem as precisely as possible and provide the steps so we have a chance to reproduce it. In any case, include the version numbers of the affected Avantra components. If you can provide the log files immediately, this will also speed up the support process.
Use the Request type if, for example, you need a new license. For requests related to Avantra features, we may get back to you and offer a funded development.
Use this type if you cannot find the answer to your question in the documentation and other resources.
Please note that we cannot provide consulting by means of our support process. Questions like "What are the best practices to monitor my systems" are certainly beyond the scope of support. However, we can offer consulting by phone, web meeting, or on-site in order to answer your questions.
If you would like to share with us an idea for product improvement or possible new features, please feel free to do so.
If you want to tell us what you particularly like about our product, we'd love to know!
Ticket status types
There are four ticket status types. Below, we will take a closer look at each of them.
The customer creates a request. We will make sure to assign a support team member to work on the issue as quickly as possible.
The Avantra support team begins work on the issue.
The Avantra support team has provided a solution or workaround and is convinced that it fixes the issue or answers your question. If this does not solve the problem, please respond accordingly, and we will set the status back to Processing.
The customer closes the inquiry if satisfied with the proposed solution.
Please note: If we do not get any feedback, we will close the call automatically after some period of time (usually 14 days). In case of severe issues, we may actively ask for feedback. If we do not get any response within a reasonable amount of time, we will close the call anyway.
There are three ticket priorities: HIGH, MEDIUM, and LOW, and the default is LOW.
Please use the following information as a guideline for choosing ticket priorities:
Examples of HIGH priority tickets:
- A severe problem with the Avantra server, monitoring is not possible for your whole environment.
- You have moved the Avantra server to new hardware and the license has become invalid.
Example of tickets that are not of HIGH priority:
- RFCConnect|J2EEConnect|DBConnect or any other check not working for a system and thus a system is marked RED.
- A check does no longer work since you have upgraded a system to SAP release XY.
- A system is still monitored although you have created a maintenance window.
- You did set up a new SAP system in Avantra but the instances do not appear.
- Your manager urgently needs the information on whether Avantra is capable of flying to the moon and back.