ChristianSteven Technical Support Desk is available to evaluation and licensed users of SQL-RD who have registered for support. licensed users must have an active maintenance account in order to receive support.
Registration for Technical Support is free. Once registered, you can submit Technical Support queries.
Important: Do not send an email directly to support. Your message will not be properly logged and will delay your response.
ChristianSteven employs a dedicated support team to solve a variety of issues regarding SQL-RD. In addition, members of Support have direct access to Development and members of its department in order to assist with a quick resolution.
There are two methods in which to request help from the Support Desk. The first and preferred method is thru SQL-RD itself.
Important: This method can only be used if there is an open active internet connection on the server in which SQL-RD is installed.
The second method is thru our website and is to be used if no internet connection is available or you encounter any other problems in SQL-RD preventing you from using the first method.
Below you will find steps on how to file a support ticket thru your software. If you are unable to follow the steps listed below, please follow this link to our website where you can manually file a support ticket https://go.christiansteven.com/support-sql-rd
Log a support ticket:
Go the Resource Tab and select Log a call.
SQL-RD will contact the ChristianSteven Support Server, and display a web form.
If you have opened the support page through SQL-RD, SQL-RD will auto populate the information above. If you have opened it through a link provided or directly from the Help Center, then you will need to fill out the information. You can find your customer number, and build information in SQL-RD's about screen.
Verify that you have completed the checked tasks. Most of the time the answers to your questions or issues can be found here. Christian Steven only supports the most current build of SQL-RD so be sure to check and sign up for our Product Info and Support blog to see if any new releases have come out that may resolve what you are experiencing. Information regarding new SQL-RD releases can be found here https://go.christiansteven.com/release-announcements/topic/release.
If you have tried all of the above and the issue still persists, you detail your problem in the field above. Be as descriptive as you can. This helps the support team test and investigate the problem prior to contacting you.
The Final stage is to upload your support files. Support request that you send in support files in order for them to be reviewed for errors that may not been seen. This information also helps us replicate your settings in our environment and come to a quicker resolution.
Important: It is not mandatory that you send in support files, but they will most likely be requested by support depending on the problem.
****IMPORTANT**** After clicking SUBMIT, ensure you are directed to a "ticket submitted successfully" page. If this page does not appear, your ticket WAS NOT SUBMITTED.
Creating support Files
To create support files, go to the resource tab and select Support Files.
Select the output location for the resulting zip file. Typical you would not select the other options listed. However, if there is information you do not wish to share, you want to keep the file size low, or you need to change the file extension for security reasons, you can do so.
Click OK. Now you can send the support file via email or attach it to the support form.
Submitting the Ticket and the Support Process
Once you have submitted the ticket, you should receive a "thank you" message. Also, you will receive confirmation via email. One of CSS's key performance indicators is that we respond to you within 30 minutes of the call being logged (during normal global business hours).
The support team will contact you via email. For simple issues, detailed instructions for solving the issue may be sent. For more complex issues, they will send a request for a Goto Meeting.
Important: Make sure to whitelist Christiansteven.com. This ensures you can receive emails from support. Check your junk or spam folder if you logged a ticket and have not received a response after 1 hour.
You can reply to a support email by simply replying to the message that was sent. If your ticket was closed, you can reply to a support email concerning the closed ticket to reopen it. Changing the email's subject will cause the reply to be truncated.
Important: The support team does not provide support for systems outside of CRD or outside of any other CSS products. The support team does not provide training or consulting for CRD nor does it provide the same for outside products and tools. CSS does provide Consultancy however. Contact your account manager for details and rates.