Support for Raxco Partners

When engaging Raxco Support for assistance with your customer, the following information is required:

  • Your company name and contact information
  • The company name and contact information for who you are requesting assistance for
  • The product that the customer has installed
  • A description of the issue/question along with any troubleshooting performed
  • A Severity Level

 

Partner Company Name
Company Name that the Partner is requesting support for
Severity Level 1 - refers to general usage questions. Severity Level 2 - involves partial, non-critical loss of functionality of the software. Severity Level 3 - major functionality is severely impaired. Severity Level 4 - production system or other mission critical system(s) are down and no workaround is immediately available.
State the nature of the issue/question, any troubleshooting that was done, environmental information (operating system, networking components), recent environmental changes.
Partner assigned case/ticket number for this issue/question.
Log files or screen captures that are related to the issue or that serve to illustrate the issue.