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Customer Type

Customer Name *

Email *

CC

Project Name / Location / Site ID *

Customer Phone *

Type of Support

Document Number

Order Number

Invoice Number

Detailed Description

General

What type of support do you need?

Onboarding Session Detailed Description

1. Is there someone specific you would like to address this to?
2. For whom is this onboarding intended?
3. What dates would you need this for? ( Please specify your deadline and 3 different potential dates for scheduling the support before your deadline. )

Deployment Support Detailed Description

1. Is there someone specific you would like to address this to?
2. For whom is this onboarding intended?
3. What dates would you need this for? ( Please specify your deadline and 3 different potential dates for scheduling the support before your deadline. )

Deployment Training Detailed Description

1. Is there someone specific you would like to address this to?
2. For whom is this onboarding intended?
3. What dates would you need this for? ( Please specify your deadline and 3 different potential dates for scheduling the support before your deadline. )

Attachements / Screenshot

Do you already have a deployment site? *

Site ID *

Devices *

Sensor Trouble Shooting Detailed Description *

1. Please specify the Sensor ID's: Example: sn-silvav2m1n21-204p21319154af1c574
2. Please specify in as much detail the issue you are encountering.
3. If this is urgent, please specify the deadline you need this to be resolved. ( Typically resolution can happen between 1 - 7 days depending on the issue. )

Mesh Gateway Trouble Shooting Detailed Description *

1. Please specify the Mesh gateway ID: Example: mg-silvav2m1n21-204p21319154af1c574
2. Please specify in as much detail the issue you are encountering.
3. If this is urgent, please specify the deadline you need this to be resolved. ( Typically resolution can happen between 1 - 7 days depending on the issue. )

Border Gateway Trouble Shooting Detailed Description *

1. Please specify the Border gateway ID: Example: bg-silvav2m1n21-204p21319154af1c574
2. Please specific in as much detail the issue you are encountering.
3. If this is urgent, please specify the deadline you need this to be resolved. ( Typically resolution can happen between 1 - 7 days depending on the issue. )

Multiple Type of Devices Trouble Shooting Detailed Description *

1. Please specify the device ID: Example: xx-silvav2m1n21-204p21319154af1c574
2. Please specific in as much detail the issue you are encountering.
3. If this is urgent, please specify the deadline you need this to be resolved. ( Typically resolution can happen between 1 - 7 days depending on the issue. )

Device trouble Shooting Attachements/Screenshot

What type of troubleshooting can we assist you with? *

Site ID of the Troubleshooting *

Site Trouble Shooting Detailed Description

1. Is there someone specific you would like to address this to?
2. For whom is this onboarding intended?
3. What dates would you need this for? ( Please specific 3 different dates)

Site Trouble Shooting Detailed Description

1. Please specify the ID of the sensors you are trying to connect: Example: sn-silvav2m1n21-204p21319154af1c574
2. Please specify in as much detail the issue you are encountering.
3. If this is urgent, please specify the deadline you need this to be resolved. ( Typically resolution can happen between 1 - 7 days depending on the issue. )

Site Trouble Shooting Detailed Description

1. Please specify the ID of the gateways you are trying to connect: Example: mg/bg-silvav2m1n21-204p21319154af1c574
2. Please specify in as much detail the issue you are encountering.
3. If this is urgent, please specify the deadline you need this to be resolved. ( Typically resolution can happnen between 1 - 7 days depending on the issue. )

Site Trouble Shooting Attachement / Screenshot

Do you have a site ID already? *

Site ID *

1. Is there someone specific you would like to address this to? *

2. Please provide a concise summary of the issues you are encountering. *

3. Please provide the date of when the problem first occured and followup dates if applicable. *

4. Specifc the browser you were using when the issue arose. *

5. Error Occurrence Location: (path/URL) *

(For better troubleshooting and investigation, kindly specify the exact path or screen within the web app or mobile app where the error occurred. Please provide details such as the menu options, buttons, or links clicked leading up to the error, as well as any specific actions taken on that particular screen. This information will greatly assist our team in reproducing and resolving the issue efficiently.)

5. Error Occurrence Location: (path/URL) *

(For better troubleshooting and investigation, kindly specify the exact path or screen within the web app or mobile app where the error occurred. Please provide details such as the menu options, buttons, or links clicked leading up to the error, as well as any specific actions taken on that particular screen. This information will greatly assist our team in reproducing and resolving the issue efficiently.)

6. Screenshots of the Errors. *

(Screenshots allow us to visualize the problem they encountered and assist us in identifying potential causes or troubleshooting steps more accurately. Please attach the screenshots or screen recordings to the bug report or provide them as separate file attachments.)

6. Screenshots of the Errors. *

(Screenshots allow us to visualize the problem they encountered and assist us in identifying potential causes or troubleshooting steps more accurately. Please attach the screenshots or screen recordings to the bug report or provide them as separate file attachments.)

7. Users Affected (If applicable) *

(Please provide information about the specific users who have experienced this issue. Include details such as their usernames, email addresses, company name etc.)

7. Users Affected (If applicable) *

(Please provide information about the specific users who have experienced this issue. Include details such as their usernames, email addresses, company name etc.)

8. Please describe the current behavior or outcome that was observed when encountering the issue. *

9. Please explain the desired or expected behavior that should have occurred instead of the observed behavior. *

10. Steps to Reproduce. *

( Please outline the specific actions, interactions, or inputs that need to be performed in the application to encounter the error or unexpected behavior. The more detailed and precise the steps are, the easier it will be for our team to replicate the issue and work towards a resolution. )

10. Steps to Reproduce. *

( Please outline the specific actions, interactions, or inputs that need to be performed in the application to encounter the error or unexpected behavior. The more detailed and precise the steps are, the easier it will be for our team to replicate the issue and work towards a resolution. )

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