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Noibu Technical Support Handbook

  • Updated

INTRODUCTION TO NOIBU SUPPORT

Like any software platform, we cannot guarantee that our products are defect-free. However, we do strive to fix them so they work as intended. 

Please be aware of your responsibilities when working with Support. If you do not have someone on hand with the relevant skill set or do not have the bandwidth to implement the resolution, you can engage our partnership program team or a third party to assist you for an additional fee.

 

BEFORE YOU CONTACT SUPPORT

Before contacting Noibu’s Support team, it's helpful to take the steps found below. Gathering information about the problem and having it on hand when discussing the situation with our Support Engineers helps them to better understand your problem and increases the probability of a timely resolution.

  1. Search our Help Docs

     If the severity level of your request is Normal or Low (see the section on severity levels below), please first search the knowledge base via Noibu Support (https://help.noibu.com).

  2. Defining the problem and gathering background information

    Before contacting Noibu, it helps to have your Noibu Issue ID ready.  The Issue ID can be found in the Noibu console and will help us speed up the problem-solving process. It is important to be specific when explaining a problem or question to our Support team. We want to give you the best solution, and the better we understand your specific problem, the better we are able to resolve it.

    To solve problems effectively, our Support team will need to know relevant information about the problem. Answering the following questions will help us solve your request as quickly as possible:

    • Problem definition
      • Can you describe the problem?
      • When did this start happening?
      • Have any recent configuration changes been made?
      • What is the Noibu issue number?
      • Are there any error messages? If so, what are they?
    • Customer Context
      • What are one or more IP addresses from users?
      • Device operating system and version?
    • Problem Context
      • Who does this affect, and what is the business impact?
    • Requested ideal timeline
      • Is this time-critical? When would be an ideal time for this to be completed?

  3. Gathering diagnostic information

    Our Support Engineers often need to analyze specific diagnostic information, such as relevant logs, in order to resolve your problem. Gathering this information is often the most critical step in resolving the problem. Contact Noibu Support for assistance in gathering the needed diagnostic information.

  4. Service Level Agreement (SLA) and Severity Level Definition

    Together with our Support Engineers, you may mutually determine the appropriate severity level based on the business impact of the problem. You may request a change to the severity level of a problem at any time if circumstances change from when it was first entered to match current business impact conditions. Noibu Support reserves the right to unilaterally change the severity levels of submitted electronic requests based on the definitions found in the article linked here: Noibu Service Level Agreement (SLA)

  5. Other Important Information

    When communicating with our Support Engineers, mention the following items if they apply to your situation:

    • You are under a business deadline pressure
    • Your availability
    • Alternate ways to reach you (more than one phone number, email address)
    • State a knowledgeable alternate contact with whom we can speak
    • You have other open problems with Support related to this service request
    • You are participating in a Noibu beta or pre-release program
    • You have researched this situation before contacting Support and have detailed information or documentation to provide for the problem.

HOW TO CONTACT SUPPORT

There are four different ways to contact the Noibu Support team.

Each support request is logged into the Noibu ticketing request software. After logging the request, a unique ticket number is created, and your request is routed to a specific group of Support Engineers, who will act as your resolution team. Please make note of your unique ticket number and use it in all future communications with Noibu Support regarding the same problem.

Your request will be resolved or escalated as appropriate. Our Support Engineers may request that you send them the problem information and test cases, or they may request that you allow them to view such information with you electronically.

SUPPORT RESPONSE

Please note that Noibu will make every effort to respond to service requests from your contacts promptly. Our initial response may lead to the resolution of your request, but it will usually serve as a starting point for determining what further actions may be necessary in order to achieve a technical resolution. Depending on the complexity of your request, the next response may take a significant amount of time. Ensure that you and your Support Engineer agree on the next course of action and when the next checkpoint will occur.

Support Center Hours

Day Time
Monday - Friday 9 am to 5 pm EST
Saturday - Sunday Unavailable

Please keep this timeframe in mind if your business operations typically occur outside of these hours.

LANGUAGE SUPPORT

Noibu support is currently available in English, with the option of being served in other languages based on the severity of the request. For urgent (Severity 1) problems, please include a point of contact who can communicate effectively in English and is available to work with Noibu regarding the issue. This will increase the likelihood of a timely resolution.

NOIBU SUPPORT SCOPE AND LIMITATIONS

Noibu offers technical question support to provide assistance with technical, task-oriented questions regarding insight into bugs reported in the Noibu software. While we may refer to product documentation or publications, we can also provide direct answers to assist with short-duration problems, such as:

  • Noibu errors
  • Usage (How-to)
  • Product compatibility and interoperability questions
  • Technical references to publications
  • Assistance with ticketing integration

However, there are certain technical questions that Noibu may not be able to solve. For instance, we do not offer assistance with:

  • Writing or customizing code for a client
  • Data recovery
  • Consulting

These types of situations typically require a partnership program offering. To learn more about these services, please contact your Customer Success Manager, who can discuss your needs and direct you to the appropriate resources.

HOW TO FOLLOW BEST PRACTICES FOR SUPPORT REQUESTS

We have found that the following practices help us ensure we can provide the timeliest resolution to your questions or problems:

  • Submitting problems via the Noibu Help Desk (https://help.noibu.com) instead of email enables the support team to better understand the problem and be better prepared with the right skills and guidance to respond to your concern.
  • Submitting only one question/problem per ticket allows us to better track your concerns and provide better service.
  • Selecting the appropriate problem severity level and letting us know the business impact will help us focus on your problem correctly.
  • Staying current on product releases.
  • Providing timely feedback on recommendations and closing the ticket when the problem has been resolved. If the problem reoccurs within a few days after the ticket is resolved, you may reopen the original ticket. Otherwise, creating a new ticket referencing the previous problem will result in optimal service.

HOW TO SUBMIT A FEATURE REQUEST

In the Console, at the bottom of the left pane, click on ‘What’s new’.

Click on the FEATURE REQUESTS tab and either; click on ‘Suggest a feature’, or browse through existing Feature Requests to vote for them and leave a comment.

WHAT HAPPENS IF A CODE DEFECT IS IDENTIFIED

During the investigation process, a Support Engineer may determine that your reported problem is related to a code defect that falls into one of the following categories:

  1. A Known Defect

    If the resolution team determines that the problem is the result of a software defect that has previously been reported, the following actions may be taken:

    • An upgrade to a version containing the fix or a workaround to circumvent or correct the issue is provided
    • If no workaround is readily available, your Support Engineer will work with you to find the best feasible workaround
    • Your Support Engineer will confirm when the defect is closed and update your ticket

  2. New Defects

    If the Engineer determines that the problem is the result of a Noibu software defect that has not been reported before, we will work with you to create a record to track the resolution of the defect. Defects are immediately routed to the appropriate teams for further analysis.

    The following fix-related activities may result:

    • The defect is determined to be of high impact, for which a fix is created and an upgrade containing the fix is released
    • The defect is determined to be of lower impact, which does not require an immediate resolution and is deferred for a future release
    • Defects can often take several days, possibly weeks, to debug and to write, test, then distribute, due to the complexities of the supported environments
    • After you have received a fix in the form of an upgrade, we will follow up with you to confirm the resolution of your problem. If you have verified the fix, please contact Noibu Support so that the corresponding ticket may be placed in a resolved status. If, for some reason, the problem is not resolved or you are dissatisfied with the solution, your ticket will remain open while Noibu Support continues to work on the problem. The ticket will not be closed until the problem has been resolved to your satisfaction.

SATISFACTION SURVEYS

After your problem has been resolved, you will receive an email asking you to participate in a short online survey to determine your satisfaction with the way your problem was handled. If your problem has not been resolved, please continue to communicate with the Support Center and follow up with your ticket. This ensures that your Noibu Support Engineer can take action accordingly.

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