Here's how to submit a ticket through our support portal.
First, visit https://support.mavenwave.com (you're probably already here!)
Click on 'Submit a request' in the top right corner
Fill in the required details and submit when you're done.
- Email address will be used as the primary point of contact, and the subject should address the topic of the issue.
- Good: "User seeing "Cannot load Drive" error in Google Drive"
- Not good: "Drive error"
- In the description field, please explain in detail the issue you're experiencing and all steps needed to reproduce it
- Fill in the right type for the ticket:
- Question
- Task
- Incident
- the issue has affected one or just a few users, or the product doesn't work as expected
- Problem
- Problems are collections of Issues - like something that's affecting more than ten users at the same time
- Fill in the Priority accordingly, where:
- Urgent - Critical Impact - Critical service issue affecting all users. Service unavailable or unusable with no workaround.
- Example: A G Suite service is down globally, GCDS or similar service is not functioning for anyone
- High - High Impact - This issue is critically impacting a single user or critically impacting collaboration among users. Product does not work as expected, with no feasible workaround.
- A user cannot access their account
- Normal - Medium Impact - Product does not work as expected but a workaround is easily available.
- A user's profile won't be remembered by 2FA, so they have to keep logging in
- Low - Low Impact - Product does not work as desired, but functions (a workaround is not necessary).
- An error message appears but does not impact any business functions
- Urgent - Critical Impact - Critical service issue affecting all users. Service unavailable or unusable with no workaround.
- Google Service - This will be filled by Maven Wave if the ticket needs to be escalated to Google.Tips:
- Don't forget attachments or any data you think is pertinent to you ticket!
- If a file is too big to attach, send a Drive link and share it with support@mavenwave.com
- CC affected users or IT staff in case more information needs to be gathered
- Don't forget attachments or any data you think is pertinent to you ticket!
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