Support Portal

How to Contact adhoc Product Support?

Only authorized contacts may submit incidents to adhoc Product Support. If you are an authorized contact for your company you may request support by any of the following means.

What Can You expect from adhoc Product Support?

  • When you log an incident to the adhoc Product Support Portal, your incident will be given a number and immediately assigned to a support engineer.
  • All authorized contacts will be able to log on to the Portal and review all open issues for your company.
  • Every time a support engineer updates your incident you will receive an e-mail with the details of the update.

How to Prepare Your Submit to adhoc Product Support?

  • When you submit an incident it is important that you have, as complete as possible, a technical description of your request, or the problem you’re experiencing.
  • You should also let us know how critical the incident is to you.
  • We also expect that the only people who will access adhoc Product Support Portal are authorized contacts.

How to Report an Incident with adhoc Product Support?

  • Categorize an Incident - Depending on its severity, each incident impacts differently your use of the product, and needs therefore to be solved within a different time. adhoc Products reported incidents/issues are categorized into 4 levels of severity listed in the following table with respective impacts and response times expected from our support:
Category Impact Support Response Time
1 Critical The customer’s system is down and cannot continue operations 1 hour
2 High The customer’s system is down and cannot continue normal operations without a solution or a workaround. 2 hours
3 Medium Introscope doesn’t work as expected and the customer needs a workaround or solution. 4 hours
4 Low Introsope doesn’t work as expected. Support will attempt to give the customer a solution or workaround, but still has questions he cannot answer for the customer. 1 working day
  • Gather Configuration Files and Logs: Gather as much information as possible. This will speed up the trouble-shooting process. Configuration files and logs help Technical Support pinpoint the problem whether it is a configuration issue or a bug. Required information is organized by module.
  • Let us know if this is a POC, production, staging, or QA issue.
  • Obtain verbose logs where possible.