here - Pandora FMS

SUPPORT PROCEDURE IN PANDORA FMS
How to deal with a problem?
1
To solve a problem we need to be available to reply it or at least to understand it, and
that’s why we ask our customers and partners to help us. If we can’t reply it, we will
ask the customer for access to the system where the problem is located, or to a
replica of it.
Oops! There’s a problem
Try to
reply
it
Ask
for
access
We
can’t
reply it
Ask clients for help
We
can’t
access
DAYS
AFTER
without being able to
deal with the problem
we’ll have to close the
ticket
Most times we won’t need a physycal access to the system, a read access would be enough.
Instructions will be given to determine the problem and get useful information to solve it. If we
can’t reply it or neither access the system where the problem is ocurring, after 15 days without
any advance in its resolution, we’ll have to close the ticket.
Pandora FMS
(+34) 91 559 72 22
info@artica. es
pandorafms.com
PROCEDIMIENTO DE SOPORTE EN PANDORA FMS
2
If an internal development ticket has been created during the investigation of the
incidence, this will have to be edited in the main body of the of the incidence, with
the format: [Ticket interno DEV:#xxxx]. This mark shouldn’t be modified by the
customer.
3
The chat in the support service is something new, and pretends to be an important
tool to make the communication easier and to speed up the problem resolution. To
avoid a bad usage, we suggest the following keys:
Ticket
Chat
Upload the conversation to the ticket
a) It will be used based on an already created ticket. It is a requirement to have an
existing ticket.
b) The support team will copy the conversation and will upload it as a note to the
ticket. The same will happen with the files sent via chat.
c) Chat is optional. The support team are not forced to use the chat to solve incidences, they will only use it when they consider that it can be useful to speed up the resolution of the problems.
d) Before launching the chat, the customer should fill a small questionnaire
(customer data and details of the problem) that will allow the technicians to determine if it’s possible and convenient to take the call.
4
We keep on giving support over any previous version of Pandora FMS, but if it’s
necessary to apply a patch, we won’t develope new patches for versions different
from the indicated.
Versions supported are the current version and the previous version, including all the
subversions or patches. For example, if the current version is 5.1, we support 5.1, 5.1 SP1, 5.2 SP2,
5.3 SPxxxxx, 5.0, 5.0 SP1, 5.0 SP...
Pandora FMS
(+34) 91 559 72 22
info@artica. es
pandorafms.com
PROCEDIMIENTO DE SOPORTE EN PANDORA FMS
5
Every problem should have its own ticket. If a new ticket appears during the
resolution of the problem, we should open a new independent ticket. This is a basic
task to manage the problems efficiently.
6
In order to optimize the tracking of the different incidences, each problem has to
have its own ticket. If as a result of the dynamic of solving a problem arises a new one,
it must be necessary to open an independent ticket. This is basic to manage
problems efficiently.
7
Support applies to Pandora FMS and the offcial Module Library (including Open
modules). It does not apply to third parties such as:
Linux Filesystem problems.
Cluster problems.
Network problems.
Hardware problems.
Problems in the development of customer own modules.
As far as possible we’ll try to help the customer, but we can’t guarantee the support provided in
areas out of our competence.
Pandora FMS
(+34) 91 559 72 22
info@artica. es
pandorafms.com