Support Options

This article covers how to report issues and how support works.

What level of service can I expect?

The Wiki Transformation Project provides unrestricted break-fix support for all its offerings. Reported issues will be analyzed and addressed by either implementing fixes or proposing workarounds to minimize disruptions.

Support is best-effort based. Usually, you can expect a response within 24 hours on working days.

After identifying an issue with WikiTraccs, a fix will usually be provided within a couple of days. It might take less time, or more, depending on the complexity of the issue and whether it is possible to recreate the issue in a test environment.

If anything is affecting response times (company holidays, pandemics, …) it will be communicated via a pinned announcement in the respective GitHub issue list.

How to report an issue?

For non-confidential issues, use GitHub. Each GitHub repository provides a public issue tracker where all clients can chime in on issues and benefit from known resolutions. Find the link on the Contact page.

When reporting issues with confidential information, or sending log files, use the support email: [email protected].

Sharing larger files will be done via SharePoint Online. Support will provide you with a sharing link to a folder, where files can safely be stored.

Data location for both Exchange Online and SharePoint Online is Germany.

From which timezone will support be provided?

Support will be provided from Germany, and the timezone will either be CET (Central European Time, UTC+1) or CEST (Central European Summer Time, UTC+2) depending on the season.

Can we have a call?

I try to keep the communication asynchronous. This approach accommodates various time zones and busy schedules, ensuring efficient and flexible communication for all parties involved.

The usual process for issue resolution is as follows:

  1. You raise an issue via one of the aforementioned channels (GitHub, email).
  2. I’ll get back to you with questions, first ideas, links to the documentation, and will often ask for log files; either on the GitHub issue or via email.
  3. You test and get back to me with more information.
  4. <Steps 2 and 3 are repeated as necessary>
  5. The issue is resolved.

But if it becomes clear that we are progressing towards an unproductive back and forth, I’ll propose having a screensharing session to analyze the issue. A Microsoft Teams meeting link will be provided.

Is Microsoft Teams chat available as support channel?

No, please get in touch via [email protected].

How about general inquiries?

When you have general inquiries about using the tools for specific use cases, please get in touch. I’m interested in learning about your challenges and how each tool can be enhanced to better support you.

You can use the community options linked on the Contact page, or via the support email address. Please allow for a slightly longer response time for general inquiries as those will be processed two times a week.

Last modified May 28, 2024