Overview  

You can address incidents to Equativ’s Technical Support team at any time using the client portal. The incident will be stored as a support case with a case number used to reference the case.

Access

To access Equativ's client portal, log in to the Maestro platform, click your name in the top-right corner and select Support. Alternatively, log in using your Maestro credentials directly in the client portal.

Support scope

Some types of requests are out of the Technical Support team's scope and should be addressed to your local services team instead, for example:

• Any solution that isn't provided by Equativ.
• Any of Equativ's solutions that aren't used according to the product documentation.
• Any modifications to Equativ's solutions.
• Any code that isn't part of Equativ's solutions, including custom code provided by Equativ's service teams, you, or any third party.
• Problems associated with products running on any unsupported environment.

Case language

As a general rule, you can submit your case in your local language. However, submitting the case in English might speed up resolution time, as it can be handled by international support specialists as well.

Create case

To submit a support request, perform the steps described in this section. Before doing so, make sure you search the documentation to see if it can help resolve your issue.

To create a case, follow these steps:

1. Log in to the Maestro platform and select the Support tab located at the top right of the page. Alternatively, enter your Maestro login credentials on the Client portal page.
2. Once logged in, you will see three buttons:
   • Create a Case: submit a new support case.
   • See My Cases: view your submitted cases.
   • Read Documentation: explore help articles.

3. Click Create a Case, then fill out the fields as explained in the following table.

4. Click Next to add collaborators to your case. In the Add Collaborators table, select the contacts you want to keep informed about the case’s progress. You can add only contacts who already have access to the portal.
5. Click Next to save your case. Note the case number on the confirmation page, as it must be included in all communications with Equativ's Technical Support team. 
6. Select Finish.

Case processing

Manage case priority

The priority assigned to a case reflects its impact on your business revenue. Once a case is saved, its priority cannot be changed. However, you can reopen the case and add a message requesting a priority change, along with a justification.

Equativ's Technical Support team prioritizes cases based on the selected priority and the customer's individual service level. To learn more about the target response times for new cases and overall resolution times, refer to your contractual Service Level Agreement (SLA) with Equativ.

* Specifics about blocker cases:

The Blocker priority is reserved for severe incidents seriously impacting the levels of quality and service for multiple or all of Equativ's customers. Typically, the root cause is a major outage in Equativ's IT infrastructure.
To keep an incident in Blocker status, Equativ might require that you provide a technical contact who is continuously available to manage efficient collaboration, direct communication between technical teams, expert knowledge exchange, and resolution testing. If you are unable to provide such a resource, Equativ might lower the incident priority. Conversely, Equativ may raise the case priority to Blocker if the investigation shows it is justified.

Analyze case

Your support specialist will collaborate with you to gather all relevant details, including understanding the nature of the issue, reproducing the problem if needed, answering specific questions, and providing a temporary solution or workaround when possible.

Collecting diagnostic information might involve several iterations to isolate the problem and identify the cause. Therefore, you might be asked multiple times to provide additional material.

Provide additional material

Your support specialist might ask you to provide additional material such as reports, logs, dumps generated with diagnostic tools, and utilities. Your continued assistance with the diagnosis helps to further identify, verify, and progress your case toward resolution.

To send a file to the Technical Support team, edit your case and click the Manage File Attachments button. With this method, the file transfer is secure (using SSL/https) and has no file size limitations other than browser limitations.

Request elevated attention

You can request elevated attention if you feel the need to involve the support specialist’s manager. To do that, follow these steps:

1. Go to My Cases and open the case that you are concerned about.
2. Click the Raise a Case Concern button located on the right.
3. Fill in your phone number.
4. Select the category of your concern:

• Lack of Reply/Attention: the case hasn't received any reply from the Technical Support team.
• Lack of Resolution: unsatisfactory solution provided. The case has an unclear, incorrect, or unacceptable resolution.
• Repetitive Tasks: too many tasks or actions to be implemented regarding this case.
• Unclear Resolution: the resolution provided lacks clarity.
• Wrong Reply: the response doesn't address the actual issue.
• Other: any other reason for the concern.

5. Add a description of your concern.
6. Click Submit. The case owner’s manager will be notified and get back to you in order to mitigate the concern and improve the service.

Browse case

Click My Cases to display a list of your cases with their details, such as status, history and progress, attachments, priority, or contact data. 

Reopen case

You can reopen a case if you need further assistance with a resolved issue. To reopen a case, follow these steps: 

1. Open the case you want to edit. 
2. Click Reopen case on the right. 
3. In the Your message field, enter your message. 
4. Click Confirm.

Close case

Typically, a case is closed when you and the support specialist agree that a resolution has been reached, or when the following applies:

• The case conclusion is that the issue wasn't caused by a solution provided by Equativ.
• The case falls outside Equativ's support scope. For example, consulting service requests should be addressed to the local service team instead.
• You indicate that the case is no longer an issue.
• The case is identified as working as designed.
• If you become unavailable to actively work on the case, Equativ will attempt to contact you after a few days. If no response is received, the case will be closed.

To close a case, select Close Case.

Answer customer satisfaction survey

To help the Technical Support team improve their services, a survey is sent periodically. Please consider responding to the survey request. Your time and consideration are greatly appreciated.