7.5.1. Technical Issues
If you are experiencing technical issues, the following methods are available to contact Cornelis Technical Support.
Call Support (+1 (484) 497-9665): When you need to speak to an expert for a critical issue, we are available 24/7 by phone. Our Technical Support team is ready to address your issue at any time, day or night.
Email Support: Cornelis Networks places customer satisfaction as a top priority. We are available 24 hours a day, 365 days a year.
Web Request (Submit a Ticket): Our interactive, automated system tracks your support requests. You can submit a new request any time, day or night, and check on current projects, whether initiated by a phone call, email, or through this system.
Open one case for each issue, using email or web request to allow a complete summary of the issue being reported.
Indicate urgency:
Describe your assessment of the severity/criticality.
Include the business/project impact.
Provide the current state of the system/issue: back in production, partially usable, or problem no longer exists.
If critical for your business and needing immediate attention, it is best to open a case through email or web request, then use the phone to alert the Cornelis Technical Support team of the critical issue.
Title/Subject should capture a concise summary of what problem is being seen:
Describe the main issue.
If Severity 1/Critical, add [Urgent] to the title.
Description should provide sufficient detail to start analysis:
What is the issue: failure, error messages, low performance, or other?
Were there any changes to the system leading up to this behavior?
What is the frequency of occurrence: ongoing, intermittent, triggered by, onetime, or other?
Include steps to reproduce the issue.
If support is in partnership with an OEM/vendor, has a case been opened with them? If so, provide the case number?
Provide logs and/or captures from the suspect hardware, links, and so on.