Customer Guidelines for Receiving Support

All electronic communications with Customer Support must be via email to support@agtsoftware.com.  This will create a ticket in our Zoho ticketing system and will auto-reply with the ticket number in the Subject line. Messages to individual technicians or via other communication methods may not receive a reply in a timely fashion or at all.

Report every independent issue in a separate ticket.  Avoid mixing several unrelated issues in the same ticket .

Subject -The subject of the email should include a short description of the issue or question

In the email message body include :

1. Description - more detailed description of the issue or question.   Include screenshots or copies of any relevant information.
2. Priority - objective priority of the issue, ie high, medium, low, etc.    
3. Scope - number of users or systems are effected by the issue.   If specific users, provide details.
4. Time - the date and time of the incident or issue.  Specify your time zone.
5. Users - the full username(s) used to sign in that experienced the issue (the "display name" is insufficient). If more then one user is affected, specify as many users as possible
   
6. Reproduce - Steps to replicate the issue, as precise and detailed as possible.   Example: Create a meeting from the meet now button in the Teams calendar tab. Add an external user. Try sharing your desktop.

If you use the Sphereshield proxy include:

• Self Diagnostic Page - run the self diagnostic page https://proxytestprooxytest.agatcloud.com/ and click on "send to AGAT with comments." 
• Client Logs - generate and send client logs to AGAT as explained here: Gathering Teams Client Logs to Send to AGAT   To upload large log files, use the following - https://customers.agatsoftware.com. Enter your ticket number in the "Ticket Number" field.  Password will be supplied by the support technician.

See Also:

• Critical Issues

• How to create a support ticket- Skype?