As you have probably heard, ANCILE Global Support recently became ANCILE Customer Success and reorganized into Customer Success Scrum Teams. Our goal is reducing the time required to resolve support issues.
To help us better serve you, we have a few tips to help you receive the fastest resolution:
- When submitting support tickets, be as specific and provide as much detail as possible, including the version of uPerform you are currently using. If you’re receiving an error, please provide a screenshot of the error with an explanation of what actions you were taking when the error occurred. You may want to use a nifty feature of the ANCILE Intelligence Hub called Screencasts. Screencasts allow you to make a short video of the steps leading up to the error, with an option to add a voice over explanation that can be easily uploaded to your support ticket. For more information on how to use the screencast functionality, see the Add a Screencast Recording to your Ticket on the ANCILE Intelligence Hub.
- Having issues with a specific uPerform document or uPerform course? Include a copy of the affected uPerform document (.udc) or uPerform course (.ulc) along with a copy of the associated uPerform template (.udt). You can easily package the document, template, and logs together in uPerform 4.50 and up by clicking Help->Generate Support file while the document is open in the uPerform Client Editor. Afterwards, a zipped system log file will appear on your desktop. If you are using an earlier version of uPerform, please select Help->About->Create File in the uPerform Editor to generate the package.
- Experiencing issues with your uPerform server? Please include a copy of your server log files. This information can be retrieved by utilizing the Server Information Collector utility, available for download on the ANCILE Intelligence Hub. There are separate Server Information Collector utilities for uPerform version 4.5 and later and 4.4 and earlier. Please be certain to select to correct collector utility based on your version of uPerform.
- Last, but not least, if you would like to schedule a call to discuss your issue, please provide a few times and dates when you are available and a telephone number where you can be reached. The ANCILE Global Support team includes team members from many time zones. When requesting a call, please let us know what time zone you are in so that we can be sure to use our time together as efficiently as possible.