Support
NetFlow Logic Support helps you plan, deploy, configure, and maintain your NetFlow Logic products. This page explains how to reach support from the NFO interface, how the support process works, and what information to include when filing a case.
Support from the NFO Interface
The Support page in the NFO interface provides links to the customer portal for submitting a ticket, along with links to the troubleshooting guide and other documentation. NFO logs can also be downloaded directly from this page using the corresponding link.
How the Support Process Works
Authorized Support Contacts
Each Standard Support Agreement includes a specified number of Authorized Support Contacts, based on license volume. These contacts should be the people managing your NetFlow Logic environment day to day. Authorized Contacts act as your local NetFlow Logic product experts and are the first line of support for your users' questions. Only Authorized Contacts should file cases with the Support Team.
How to File a Case
File cases through the NetFlow Logic Support Portal: https://netflowlogic.zendesk.com/home.
The portal collects the environment details needed to build a complete picture of your deployment. Providing this information up front (server, OS, NetFlow Optimizer or other product versions, and so on) reduces the time spent gathering it later.
Priority Rankings
Support cases use four priority rankings:
| Priority | Definition |
|---|---|
| P1 | NetFlow Logic software is completely inaccessible, or the majority of its functionality is unusable. |
| P2 | One or more key features of NetFlow Logic software are unusable. |
| P3 | A NetFlow Logic software feature is not operating as documented. |
| P4 | Enhancement requests. |
The SLAs for these priority levels are in the Appendix of the EULA: https://www.netflowlogic.com/end-user-license-agreement/.
Cases filed with an incorrect priority are re-prioritized. Cases are triaged as they are received. If an issue needs urgent attention, explaining why in the body of the case is more effective than raising the priority incorrectly.
Include Enough Detail
The more information a case includes, the faster it can be resolved. Most resolution time is spent in back-and-forth confirming the exact issue, use case, configuration details, and logs, not in the investigation and diagnosis itself. Spending a few minutes assembling this up front can save hours later.
The single most important item is the NetFlow Optimizer logs. For UI or web issues, screenshots and data samples are also valuable, since they show the issue from your perspective. Include these with every case.
Checking Your NetFlow Optimizer Version
To check the current software version, open the NetFlow Optimizer GUI. The server version (build number) is displayed at the bottom of every page.
