The Support Request functionality enables a user to send a configuration and data file package to the Ecotech support group.
Support Request Page
The following options are available to add to the package:
Configuration File
This contains all of the configuration data for the users Congrego® installation.
Drivers
Include any customer generated or edited drivers if needed. Any standard drivers that are installed with Congrego® do not need to be sent.
This option however will package all driver or none.
Event Logs
Event logs are generated when the system is running and will include multiple levels of severity, these files should be included as standard.
Logged Data
It may be beneficial to send a sample of the logged data for analysis too, depending on the problem encountered.
The size of the logged data will depend on the users system and what is being logged so when selecting the number of days data to send this needs taking into account.
A lot of email servers will limit the size of the attachment that can be sent in an email so there may be a 10 MB or 30 MB limit in place.
On selecting the Save option the package will be available for downloading and saving in the browser.
This means that to send an email support request the user doesn't have to be on the same host machine as the Congrego® server but instead can be on a remote client.
Once the package is downloaded it should be sent as an attachment to the support email address with as much information about the issue as possible.