Cascade Server Communication Channels
Thursday, July 14th, 2011 at 11:30am -- Kat Liendgens
As I mentioned in one of my previous blog posts, we believe in transparency and ample access to information. That’s why we make our knowledge base and our help forum available to anyone, regardless of whether they are a customer or not. It’s also important to us that our customers have multiple channels to reach us. You may want to know the best channels to choose depending on your needs, so I thought it would be a good idea to discuss specific situations and the most optimal way to reach us in each one.
Here are some scenarios:
Do you have any questions about the different communication channels and scenarios? If you do, please feel free to comment below. We look forward to hearing from you.
Here are some scenarios:
- You have a support request. If you need technical support, please send an email to our support team (support at hannonhill.com), so that a ticket is filed automatically, and we can address the request quickly. Support requests include questions about upgrades, database backups, memory issues, etc. Our support team is always happy to help you troubleshoot your issues.
- You need advice. If you have a question about how to use a specific feature or about best practices, our help forum is the place to post it. Members from our support team, our services team, and our engineers are available to answer your questions. In addition, other Cascade Server users frequently contribute to the discussions, so it’s a true community effort. One of the most frequently used discussion categories is “How do I...”, which covers all aspects of product usage.
- You’ve found a bug in the system. We created a bug report section on our help forum for users to submit possible bug reports. This is also where our support team and our engineers respond to our customers’ submissions. Furthermore, users can track (“watch”) the discussion as well as comment on it. This way, everybody who has a special interest in a particular bug can keep an eye on the thread.
- You have a feature request for Cascade Server. As many of you know, we are always interested in hearing your ideas. Our idea exchange is where you can post your suggestions and vote on other customers’ ideas. The idea exchange continues to play a significant part in our product roadmap discussions, and many features that had been requested on the forum have made it into the product.
- You need training or professional services. If you have a training request or would like our services team to help you with specific integration projects or audits, please contact us via the form on the Training page. Our services team is looking forward to working with you.
Do you have any questions about the different communication channels and scenarios? If you do, please feel free to comment below. We look forward to hearing from you.
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