Before Contacting FullForce Support

In order to understand and resolve your support requests quickly and accurately it is important that you take the following steps before you contact FullForce support.

Many FullForce customers resolve their issue through the use of our Knowledgebase. Prior to contacting technical support, please search FullForce's {Knowledgebase} as your question or issue may already be answered.If you still need to contact FullForce for support, you will need to gather information about your account and the problem you are having. This information must be available when discussing the situation with FullForce Support.

Listed below is an example of the information and steps needed to be taken in order to receive quality support.

1. Define the Problem:

Being able to articulate the problem and symptoms before contacting FullForce support will expedite the problem solving process. It is important that you be as specific as possible in explaining a problem or question to our support team. It is also beneficial to explain the steps you used to reproduce the problem.

FullForce Applications wants to be sure that we provide you with exactly the right solution. The better we understand your specific scenario, the better they are able to resolve it.

2. Gather Background Information:

To efficiently solve a problem, the support team needs to have all the relevant information about the problem. Being able to answer the following questions will help us in our efforts in resolving your issue:
  • What version of our software are you running?
  • Have you obtained the latest updates?
  • What steps led to the problem?
  • Can the problem be recreated? If so, what steps are required?
  • Have any changes been made to the system that might have triggered the issue?
  • Were any messages or other diagnostic information produced? If yes, what were they?
  • Were there any error number(s) or any messages received during the time of issue?

3. Gather Relevant Diagnostic Information (if possible):

It is often necessary that our support team analyze specific diagnostic information, such as an error report displayed at the time of the problem, in order to resolve your problem. Please provide as much of this information as possible. It will be critical in resolving your problem.

4. Determine the Severity Level:

FullForce Support strives to respond to all customer inquiries and requests in a timely manner. When submitting an issue, you will need to specify a severity level to it based on the following table so we have an understanding of the impact a problem is having on your organization.

Level One (Urgent): Catastrophic production problem which may severely impact the Client's production systems, or in which Client's production systems are down or not functioning; loss of production data and no procedural work around exists. A Level 1 problem also includes issues that result in an emergency condition that cause a serious security breach.

Level Two (High): High-impact problem in which the Client's operation is disrupted but there is capacity to remain productive and maintain necessary business-level operations. A Level 2 problem also applies for minor security breach situations.

Level Three (Medium): Medium-to-low impact problem which involves partial non-critical functionality loss. One which impairs some operations but allows the Client to continue to function. This may be a minor issue with limited loss or no loss of functionality or impact to the Client's operation and issues in which there is an easy circumvention or avoidance by the end user. This includes documentation errors.

Level Four (Low): General usage questions, recommendations for future product enhancements or modifications and to calls that are passed to the FullForce Development team for information purposes. There is no impact on the quality, performance or functionality of the product.