How to use Amarisoft Support Portal ?

Amarisoft has moved its customer support to Redmine, a web based issue tracking application. This would ensure easy follow up of all raised issues by both parties, Amarisoft and customers. It would also allow easy search within existing tickets reported by other members of the same company.

NOTE: you can get to this site via https://support.amarisoft.com/  and sign in with your support credential (extranet credential)

Customer Process Howto

• Each customer should raise his/her own tickets by going to Issues tab and clicking on New issue.

• When creating an issue, customers should edit Subject, Description, Status and Assignee fields in a ticket.

• A log could be attached to the ticket. The maximum upload limit is set to 5 MB. For bigger logs, please use our FTP server at ftp.amarisoft.com. Please note that Amarisoft FTP server only accepts FTP over SSL connections. Make sure your FTP client supports it. An example is Filezilla.
• The Assignee field could only be set to Amarisoft Support and not to individuals to ensure fast response time.
• No email notification is programmed for customers at issue creation to avoid email floods. A customer would have an email notification only if the ticket is assigned back to him requesting feedback. The email configuration could be modified by clicking on My account on the top right of the window.

• Customer should close a support ticket once the issue is considered as fixed. Otherwise, the ticket could be re-assigned back to Amarisoft Support for further action.

Best Practices

• Customers must create a Redmine ticket for all technical questions.
• Customers must avoid using the same ticket for different issues.
• Ideally a support ticket should be closed by the customer who has opened the ticket. However, support team could close all tickets assigned to customers for more than 1 month without feedback.
• Customer could reopen a closed ticket if necessary. Examples are new occurrence of the same issue or ticket closed by Amarisoft due to lack of response from customer.
• The Assignee field should be set to Amarisoft Support if the customer is expecting an action from Amarisoft.