Ayfie Support

Owned by Michał Gawlas
Last updated: Dec 08, 2022 by Steinar Skjerven
2 min read

How to contact Support Team:

 

There are 3 ways to contact Support.

If you have any issues, problems or Locator/Supervisor related questions please create a ticket in our Jira ticket System. This can be done in two ways:

  • Either you can log in to your Jira account and create a ticket via our Support Portal: Support Portal

    • This requires you to have an account created by our support

  • Or you can send an email to the following address: support-nordics@ayfie.com. This will automatically create a ticket in the system.

We strongly advise to use the first way as it will allow you to see all your created tickets and the whole history of the updates there.

All customers are encouraged to provide Support with 2-3 email contacts to be added to our Jira system, including at least one member of technical personnel with access to the Locator/Supervisor server/server (and/or any third party IT provider that is involved).

If you create a ticket via email, only the sender will receive updates from our Jira ticketing system. Everyone in CC will not unless manually added to the ticket.

If there are any other questions, such as organization issues, than they can be directed to the support email: support@ayfie.com. Please bear in mind, however, that this email is not monitored as closely as our ticketing system.

 

The Public Knowledge Base:


Available to everyone, can be found at: https://ayfie-dev.atlassian.net/wiki/spaces/SAGA
It addresses a lot of common questions, including setup guides for Locator, connectors and Supervisor, release notes and how-to articles for some of the more specialized tasks.

 

Ticket creation

 

The following is a general checklist for details that should be included with a ticket. Not all information is applicable for every issue, but as a rule of thumb the more of it is provided in the beginning, the better we are able to identify and address the cause.

Ticket Template:

 

  1. Describe the issue in detail.

  2. Attach logs (error and fatal) and related screenshots.

    1. The logs are stored in the Logs subdirectory in the location of the saga.ps1 script in your environment.

    2. We usually recommend installation to D:\Program Files\ayfie\saga . Customers using a single storage drive may be using C:\Program Files\ayfie\saga instead

    3. If neither of these locations is correct and any Ayfie containers have been created in Docker, you can open the correct location by running the following script block in PowerShell:

      Explorer ( docker inspect ((docker ps -a --format "{{json .}}" | ConvertFrom-JSON) | Where-Object {$_.Image -match 'ayfiehub'} | Select-Object -ExpandProperty Names) --format "{{json .}}" | ConvertFrom-Json | Select-Object -ExpandProperty Mounts | Where-Object { $_.Destination -eq "C:\data\log" } | Select-Object -ExpandProperty Source | Get-Unique )

  3. Describe steps to recreate the issue.

  4. If there was any troubleshooting performed please described what kind.

  5. Provide product name and version. Confirm if this is production server or any other.

 

Remote session

 

Some issues may require a remote session in order to address or troubleshoot an issue. There are three standard elements of such sessions:

  • On the customer side, we need a person with backend access to the Locator/Supervsior server (or servers)

  • Voice communication during the meeting is usually provided through a Zoom meeting we prepare and include in the session invitation

  • To remote into your server environments, we normally use TeamViewer. Ideally this should be installed (or run) on the server itself.