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• Bug
  • A bug is a defect in the software, i.e. the behaviour of the program differs from its documentation.
• Change Request
  • You want the behaviour or the functioning of the software to be changed. You specify this change request in the ticket. Should the desired change be applicable then we will add it to our Change Management System and you will receive a quote.
• Service Request
  • You have a question. You need assistence for configuration or set-up of the software.
  • Please note that service requests are not free of charge but based on a support option for a "Service Request Support".

Please classify the ticket. The type may be changed later on by the support team if it is not applicable to your support request.

Here you can specify the applicable support option. Normally this is the "Standard Support". You can choose "24/7 Support" if the following three conditions are satisfied:

1. It is a bug
2. The priority is "production standstill"
3. You have a support contract that covers the "24/7 Support" option

If you choose "24/7 Support" and one of the conditions is not satisfied

then the support team will change the support option to "Standard Support".

Here you can specify the service or product for which you have support, e.g. JobScheduler, JADE. This list is configured on a per customer basis.

If a number of Service Level Agreements are available for a service or product then you should select the SLA that is specified in your support contract.

A short summary of the underlying problem or question.

Here you describe a bug, change request or service request. Please have a look at the following page to learn what information the support team needs to solve a given ticket:

• What information do we will SOS need when you make submit a support request?

Normally the support team needs log files and configuration files to solve resolve your problem. You can attach these files directy to the ticket.

There are three priorities:

• minor. The default for Change Requests and Service Requests.
• major. Normally only assigned to bugsBugs.
• production standstill. Is the pre-condition for "24/7 Support" and is restricted to problems in a production environment that would severly affect your business processes.