Support
Support vs. Feedback
1. Support
Support refers to our in-house product support team that works directly with your organization's two primary contacts when a question or concern arises. Your two primary contacts are able to use the JIRA issue tracking system to report bugs and concerns that members of your organization are facing with Cascade, create new feature requests and vote on existing ones, and start a dialogue directly with our support team to make sure their concerns get remedied. Support can also be contacted (by these two contacts) via phone or email from 9am-5pm each day.
The Cascade Server User's Forum is another, less-formal outlet for support. The forum is open to every user at an organization (not just two primary contacts) and is a customer-driven, open environment for Cascade users and prospects to interact with one another to share ideas and get questions answered. Our support team often visits the forum and answers questions as they are able to. However, because there is no guarantee as to when and how often our support team will be able to answer forum questions, if at any time your organization has a pressing support issue that needs to be remedied immediately, the two primary contacts of your organization should use either the JIRA ticketing system or contact support directly.What are my Support options?
2.
Feedback refers to the one-sided, open line of communication we have established for end-users to share their thoughts, concerns, and feedback 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 new Knowledge Base, send us feedback! We will not be able to respond to every comment made via the feedback form; however, we can guarantee 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.
Support - Knowledge Base
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:
- 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.
- 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.
- 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.
Support - JIRA
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
This project contains issues related to Cascade Server. This project in JIRA is specifically for any new features and bug fixes that will definitely appear in an upcoming Cascade Server release. These are items that the Development and Engineering teams have deemed necessary, and intend to either add or fix in an upcoming release.
This project will contain issues that customers are brainstorming. So for example, if you have an idea for a new feature that would make your life with Cascade easier, this is the project in which to file your ticket. The Cascade Features project will give clients a place to brainstorm new ideas for Cascade and discuss current bugs or issues they are having. As ideas gain votes and momentum, if the Development team decides to implement a suggestion from the Cascade Features project, the ticket will be moved to the Cascade Server project to confirm our intent on implementing it in an upcoming release. Of course, we cannot guarantee how quickly the suggestion will be implemented, but we can guarantee that once it’s been moved into the Cascade Server project, we plan on making it happen.
This project is where customers file support issues and concerns and interact directly with Hannon Hill’s support engineers to resolve these issues. Tickets (issues) in this 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".
Support - User's Forum
Cascade Server Forum
The User's Forum 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.
Contacting Technical Support
Contacting Support Directly:
For the two primary contacts of an organization -if you’ve already searched the Knowledge Base and haven’t found what you’re looking for, or you have a quick question that can’t be addressed via JIRA, you can contact support directly. Support is available via telephone or email, Monday-Friday from 9am-5pm.