EarthSoft provides support for clients with valid software maintenance. Tickets are created, time-stamped, and processed according to severity level and in the order received. EarthSoft Support aims to respond within 12 business hours. If you do not receive a confirmation email within 10 minutes of submitting a support request, please resubmit or call EarthSoft Support:
Some of the EQuIS applications have Help buttons to create an email to EarthSoft Support with build-specific information:
•EQuIS Data-Gathering Engine (EDGE) – EQuIS button > About > Email Support
•EQuIS EnviroInsite – Help > Tech Support (see also the EnviroInsite-specific Technical Support article)
•EQuIS Enterprise – Support Request Form
•EQuIS Professional – File > About > Email Support
•Sample Planning Module (SPM) – File > About > Email Support
•Standalone EQuIS Data Processor (EDP) – File > About > Email Support
When users have multiple inquires to bring to Support's attention, EarthSoft requests that users submit each inquiry as a separate ticket. Separating each inquiry into a different ticket allows EarthSoft Support to provide targeted responses in an efficient manner.
More information helps Software Technologists provide complete, informed responses. Please include the following in support requests, as applicable:
•EQuIS Debug Log
•EQuIS Enterprise Logs
•SPM Debug Log – Typically found in Documents\My EQuIS Work\spmdebug.log
•Application being used, including build information
•Affected site and facility (EQuIS Online sites)
•Format, report, or template/form name
•Exports of parameter selections or output (e.g., XML files, spreadsheets, EDDs, or screenshots)
•If multiple users encounter the behavior, and (for performance/connectivity concerns) if they are in the same location or on the same network
•Steps taken related to the behavior and, if possible, relevant files used when behavior is observed. See the next section for the option to record steps.
When appropriate/possible, provide a copy of the recorded steps to reproduce the problem using the built-in Windows Steps Recorder. Search or run "psr" from the Windows Start menu.
For information on using the Windows Steps Recorder, see Microsoft article Record steps to reproduce a problem.
Security Note: Please ensure that passwords or other sensitive information are not visible when using the Steps Recorder; if made visible, these will appear in screenshots, although password text is not retained in the auto-generated finalized steps. |