1. Support for Live Quantexa Projects

This page provides a guide to using each of the Quantexa Support channels available to all live Quantexa projects.

Overview

The Quantexa Support Service desk enables you to submit incidents or report errors related to The Quantexa Platform, as well as administrative requests for user access to particular resources. The following image displays the available options:

Figure 1. Quantexa support query options

For more information on each of the following request types, see the following sections.

Report an incident

Report an incident to Quantexa Support if you encounter technical problems with the platform. Complete the following steps to report an incident to Quantexa Support.

1. Navigate to the Report an incident form.
2. Choose the Severity level of the issue from the dropdown provided. The severity levels have a ranking from one to four, with one indicating the highest priority issues. For Severity One (SEV 1) or Severity Two (SEV 2) issues, you must call the Quantexa Helpdesk directly. To find the Helpdesk number for your country, see the Quantexa Support Helpdesk numbers.
3. Provide a short description of your issue in the designated Summary field.
4. Next, enter your Quantexa version number. This is the major release number for your version of The Quantexa Platform, such as 1.x or 2.x.
5. Enter the name assigned to The Quantexa Platform within your organization.
6. In the Description field, provide as much information as possible about the issue, including the environment, affected services, and the details of any error messages that you may have received.
7. Finally, attach any files that are relevant to describing your issue. For example, a screenshot of an error you have received.

Add or remove users

Only nominated users from your organization are able to access the Service desk. If you wish to add an additional user to a specific group, or remove an existing user, complete the form to Add or remove existing user. Ensure that you provide the complete and accurate details for the relevant team member.

1. In the Summary field, provide the reason for adding or removing the user from the group.

2. For the Description, provide the following information for the individual to be added or removed:

   1. Full name
   2. Role in the organization
   3. Email address from your organization’s domain
   4. Contact number

Calling the Helpdesk

In cases where your query is not resolvable through one of the preceding forms, or your issue is a SEV 1 or SEV 2 level incident, call the Helpdesk using the correct contact number for your region.

To view the available numbers and their associated regions, see Helpdesk numbers.