Pre-Checklist for Contacting InVue Global Support
Before contacting InVue Global Support, please complete the following questionnaire to streamline the support process:
1. Identify the Software License
Specify the type of software license associated with your InVue account.
Examples:
- Live ACCESS
- Live DISPLAY
2. Provide Details About the Affected Software Environment
For Live ACCESS:
- Environment URL: Provide the URL of the environment.
- Affected Username(s): List the usernames being affected (multiple usernames, if applicable).
-
KAS/OKM Status:
- Online
- Offline
- Failure Symptoms: Describe the issue in general terms. (Example: List any errors found in the audit sheet within the Live ACCESS environment.)
- Timestamp: Specify when the issue occurred and (if possible) the approximate time.
- Device Information: Provide the serial numbers or names of the devices related to the fault.
- Affected Users: List all affected users.
- Affected Sites: Specify the site(s) experiencing the issue.
For Live DISPLAY:
- Customer ID: Provide the Customer ID of the affected account.
- Affected Username(s): List the usernames being affected (multiple usernames, if applicable).
- Device Serial Numbers: If applicable, list the serial numbers of the affected devices.
- Affected Site: Indicate which site within Live DISPLAY is affected.
3. Submit the Questionnaire
Once you’ve completed the questionnaire:
- Attach the document with your answers.
- Send it to techsupport@invue.com.
This information will help ensure a quicker and more accurate resolution.
Comments
0 comments
Please sign in to leave a comment.