As part of our support process, we at Hannon Hill provide each organization with 2 primary contacts that serve as intermediaries between end-users of Cascade Server at your organization and the Hannon Hill support team. These two contacts have login information to our JIRA issue tracking system, are able to create support issues (trouble tickets), and have the necessary contact information to get in touch with our support team directly via phone or email. However, we realize that the thousands of end-users out there using Cascade also need a means by which to provide us with feedback and input. Therefore, we provide our customers with three distinct 'types' of communication with our team – the JIRA Trouble Ticket system, Hannon Hill Knowledgebase and our Cascade Server Success Community.

The following flow-chart diagram demonstrates some of the most common steps that our customers take in order to find speedy resolutions to their challenges or communicate feedback:

Feedback

Feedback refers to a one-way communication link that we have established for end-users to share their thoughts and concerns with the Hannon Hill team. If you ever have interest in a certain topic that you think needs more documentation, let us know via our feedback form. Likewise, if you want to let us know your opinion on our Knowledge Base, send us feedback! We will not be able to respond to every comment made via the feedback form; however, we can guarantee to you that every feedback form will be read and considered. We are always looking for new ways to better our product and its resources, and getting your feedback is essential in achieving this goal.

 

 

KB

With the release of our new Cascade Server Knowledge Base, we have aimed to provide you with the most thorough CMS documentation in the industry. Before you move onto other support options, we suggest you try finding what you’re looking for on the Knowledge Base in one of three ways:

1. Try searching for the keyword, phrase, or variation thereof that you’re looking for. We’ve improved our search functionality tremendously, and with all the content organized by concept, finding what you’re looking for via the search should be very simple.
2. Try navigating to the Site Index and finding the concept you’re looking for. Each concept title is an active link and clicking it will take you directly to the full concept page.
3. Take a look at our Glossary! The glossary will display each concept title and its definition displayed inline. Again, the concept title is an active link, so if the definition isn’t quite what you’re looking for, you can visit each individual page right from the Glossary.

JIRA

Note: Access to JIRA is limited to the 2 primary support contacts for each organization. If you are not one of the two primary contacts, please pass your support requests and concerns to one of those individuals who can file a ticket in JIRA on your behalf.

JIRA Projects & Project Purposes 

Cascade Server Project

This project contains issues related to Cascade Server. This project in JIRA is intended to provide a glimpse into the past and future roadmap of the product. Included in the Cascade Server Project are past and future product bug fixes and feature additions. Users with access to JIRA are able to comment and vote on issues in the Cascade Server Project but cannot edit or create issues within the project. For all users including the primary support contacts, please visit the Idea Exchange on our Cascade Server Customer Success Community to suggest new features or improvements.

Trouble Tickets Project

This project is where the primary support contact from your organization can file support issues or potential bugs and interact directly with Hannon Hill’s support engineers to resolve these issues. Bugs are verified by Hannon Hill before being copied into the Cascade Server Project for tracking product development. Tickets (issues) in the Trouble Tickets project are private exchanges between the customer and the Hannon Hill support engineer.

For more information on how to use JIRA, please see our article, "Using the Hannon Hill JIRA Trouble Ticket System".

Cascade Server User's Forum

The Cascade Server User's Forum is located on our Success Community and is an open environment for Cascade users and prospects to interact with one another, and oftentimes, the Hannon Hill support team. If you're looking for a place to interact directly with an HH support engineer, rather than using the forum, JIRA is the support resource you should use. While our support team does their best to try to check and post on the forum fairly regularly, the forum is more of an unofficial outlet for users and prospects to share ideas, discuss issues, and provide each other with feedback in a "public" setting.

Contents from the legacy Cascade Server User's Forum is viewable here: Cascade Server Forum

Contacting Support Directly:

The technical contacts from each organization can reach our Support team via telephone or email for any questions that can not be addressed through JIRA or our Knowledge Base.