This document addresses IntuiLab's support commitment to
Pro and Enterprise Edition customers. Free Edition users
have a host of self-service options - including online documentation and instructional
videos - and can use our Discussion
Forums for community support.
Scope of Technical Support
IntuiFace support, conducted through our Discussion Forums includes:
Identifying and troubleshooting problems involving Composer and
Player
Providing workarounds and solutions
Creating bug reports that are then included in our release
management process
Providing resources and guidance on installation and
configuration
Providing tips and best practices
Tuning the solution for performance and stability
Offering configuration assistance on your system and
hardware
To help you identify reported issues, we may ask you to
Send us your IntuiFace experiences so we
can reproduce and analyze the issue
Make your computer available for remote screen sharing sessions
using TeamViewer
Send us the logs generated by Composer
Please note that if you provide remote access to your PC or send
experiences and other private information to the IntuiFace Support
Team, IntuiLab commits to keeping all material confidential.
Hours of Operation
The IntuiFace Support staff is available Monday through
Friday from 9am to 6pm Central European Time (CET - Paris
Time). Here are representatives of that schedule in other
time zones.
Los Angeles: 12am to 9am
New York: 3am to 12pm
London: 8am to 5pm
Delhi: 1pm to 10pm
Melbourne: 7pm to 4am (the next day)
Support is unavailable on the following dates in the year 2015
due to national holidays:
April 6
May 1
May 8
May 14
July 14
November 11
December 25
January 1, 2016
Working with Support
Overall Communication
When opening a ticket, keep a few things in mind:
Your question may have been asked by others or
addressed in the online
library, so make sure you search both before asking a question.
It may get you to an answer much more quickly.
Focus on one issue per ticket. This will make it easier to have
focused dialog about a particular topic.
It is very important for Support to be able to reproduce your
issue. Be sure to share detailed steps for reproducing your
problem. Give us a copy of your experience.
Supplement with screenshots or short videos if possible. The more
detail you provide, the faster a solution can be found.
Ultimately, if your request is a question or a suggestion, we
will answer the question or register the suggestion in our tracking
system for a future release. If your request is an issue or a bug,
we will offer you a workaround or - for critical issues –
when possible, deliver a temporary software update that solves the
issue, or include the issue resolution in one of our next software
updates.
Sharing your IntuiFace
experience
To best understand your issue, it is very helpful to have your
experience in-house. There are multiple ways to make your
experience available to us:
Share
your experience with Support. After you successfully publish
your experience, share it with xp-for-support@intuilab.com
Upload your experience to IntuiLab’s FTP account. Use
ftp.intuilab.com; and your own e-mail address for the login ID.
Leave the password field blank. Place your experience in the
uploads folder.
You will not be able to see the contents of the uploads folder
for privacy reasons. If you do not see anything after uploading,
don’t worry. We still have the files.
You cannot upload the same file more than once.
Use any file-transfer website to share your experience.
Make a
zip of your experience, upload it to the service of your choice
and then share it with xp-for-support@intuilab.com.
If the zipped
version of your experience does not exceed 10MB, attach that
zip file directly to the support thread.
Screen Sharing
If Support is unable to diagnose a persistent issue, you might
be asked to participate in a TeamViewer session. This session
enables Support to remotely view and interact with your PC.
TeamViewer sessions will be scheduled during Support staff hours, starting no later than 5pm
CET.
To run a TeamViewer session, just download and double-click on
the following executable: http://data.intuilab.com/support/TeamViewerQS.exe.
A small dialog will provide you with an ID and Password. Provide
both to Support and leave the executable running until Support
informs you that their investigation has finished.
Sending Error Logs
IntuiFace Composer / Player generates logs, documents containing
information about what is happening at any given moment. These logs
exist to help the IntuiFace Development and Support teams better
understand the events surrounding a bug or other unexpected
result.
You may be asked for forward your PC's Composer or Player logs
to Support. These logs can be found in the folder
'C:\ProgramData\IntuiLab\IntuiFace4\IntuiFace Composer\Logs' or
'C:\ProgramData\IntuiLab\IntuiFace4\IntuiFace Player\Logs'