The Support module is the only way to get support from Kezar Engineering team. We'll not accept request sent by e-mail or phone, as it's difficult for us to manage it.
Brief description of your problem with a maximum of 50 characters. Try to be clear as possible. For example: Instead of "I can't access module", use "I can't access BFD module, error message #A19ABF". Remember that it's the first thing that the support person will see and, if he have hundreds of tickets and see one that he knows the solution, he'll priorize and answer right away.
Choosing the right category is very important because the support team is divided by category and, if the correct one is choosen, it'll save time for us as we'll not need to redirect to other team.
User can add up to 5 files that may help the Support Team solve the problem. Each file must have less than 2 Mb and must have one of the following format:
User can delete or add files only when creating the Ticket or when its status is Pending User Action.
Support Team will send messages through the Ticket History field to give more details about the status of the Ticket.
As we have a limited number of people working in the Support Team, we have to stablish priority for each Ticket: considering Tickets with same Impact, we'll work first on the high priority, then on the middle and finally on the low. The Impact can change such order: we may work on a Ticket with a Medium Priority and High Impact than on a Ticket with High Priority and Low Impact.
Examples and Maximum Time to Solve (MTS):
This field is used to set how the problem will impact the website or modules:
This field is used to save all the information exchanged between the User and the Support Team. As the purpose is to save everything, you should think first before sending a message: keep it clean and specific.