Helpdesk Support

What's included

The assistance and maintenance service is provided through an exclusive versioning and deployment system (Forma DevOps), and includes the updating of the platform and the verification of all technical problems due to malfunctions of the services and applications offered.

1. Tech Check: Analysis of any bugs or software malfunctions, and evaluation of possible corrective interventions. Support for changes to the standard application configuration, or provision of standard instructions and documentation for the reported needs
2. Application Maintenance:
   1. Installation of release updates for standard features.
   2. Installing security patches and bugfixes available on community development repositories.
   3. BugFix: Functional bug fixes based on the chosen service level

Application update activities will always take place according to times and methods agreed with the customer, after checking any functional customizations developed for the customer.

Opening a support ticket

To open a support ticket just send an email to helpdesk@formafarm.com

This will automatically open a support ticket in our ticketing system, and our team will get back to you within 24/48hr (working days)

Best practices to get effective support

1. Be Clear and Specific
   Provide a detailed description of the issue. Include what you were trying to do, what you expected to happen, and what actually occurred.

2. Include Relevant URLs
   Always include the exact URL(s) of the page(s) where the issue occurred.

3. Mention details about affected users and courses
   Specify (if applicable):

   • the username and the role (e.g., administrator, teacher, learner) of the affected account

   • the exact title, code, edition of the affected course
   • the exact title of the affected learning object

4. Add Screenshots or Videos
   Visuals help us understand the issue faster. Include clear screenshots or short screen recordings showing the problem.

5. List the Steps to Reproduce the Issue
   Outline the exact steps taken before encountering the issue. This helps us replicate and identify the problem.

6. Note the Date and Time
   Indicate when the issue occurred (date and time), especially for time-sensitive problems.

7. Specify the Browser and Device
   Tell us which browser (Chrome, Firefox, etc.) and device (PC, Mac, tablet, mobile) you were using.

8. Report One Issue per Ticket
   Submit separate tickets for different problems. This ensures each issue gets the proper attention.

9. Avoid Urgency Tags Unless Critical
   Use "urgent" or "high priority" only when the issue severely impacts access or functionality for multiple users.

10. Check Before Submitting
    If possible, verify whether the issue can be reproduced by other users or if it was a one-time occurrence.