Support Requests are supported by Vizrt if Customers have a valid Service Agreement in operation. Customers who do not have a Service Agreement and would like to set up a Service Agreement should contact their regional sales representative (see Customer Feedback and Suggestions).

When submitting a Support Request relevant and correct information should be given to Vizrt Support, to make sure that Vizrt Support can give the quickest and best solution to your Support Request.

Before Submitting a Support Request

Before a Support Request is submitted make sure that you:

Read:

The relevant User Guide or Guides (see Related Documents).
The release notes.

and Check:

That the system is configured correctly.
That you have the specified hardware, tested and recommended versions
Always refer to your Vizrt Service Level Agreement document.

Submitting a Support Request

When completing a Support Request, add as much information as possible.

Content of a Support Request

The report should contain information about these topics:

Problem description: Include a good description of what the problem is and how to reproduce it. Remember to use simple English.
Screenshots and illustrations: Use to simplify the message.
System log files: Send the system log files.
System dump files: Send the system dump files from the crash (e.g. Viz Artist program folder <Viz install directory>).

Note:

Check: If the operating system is Windows 7 and up, dump files can be stored at: <userdir>\AppData\Local\VirtualStore\<Viz install directory> (check user rights).
System Config file: Send the system config file (e.g. Viz Artist program folder <Viz install directory>).

Note:

If the operating system is Windows 7 and up, the config file can be stored at: <userdir>\AppData\Local\VirtualStore\<install_directory> (check user rights).
Software configuration: Add exact versions of software (-build) used.
Hardware configuration: Add exact versions of hardware used.
System setup: Describe differences in the installation, if any, from the recommended setup.
System Network: Add a description of how the network, bandwidth, routers, and switches are configured.

Always refer to your Vizrt Service Level Agreement document.

To submit a Support Request

On the www.vizrt.com page, click on Support.
Click on Report a case.
Click on LOG IN to login to the Customer and Partner portal.
At the top of the Case Management page, click on Report a Case.
In the online form complete the required minimum information (shown by a red asterisk) and click SAVE.
In the saved Support Case that opens, complete the various text boxes and upload any required documents, files, etc. (see Content of a Support Request).

To track the status of open support tickets, login to the Customer and Partner portal. Add information or communicate about the cases directly with the support team.

Gateway Administrator Guide

Customer Support Request