Each of our customers should have a FeneVision Administrator. This is a person at your company that oversees FeneVision's functionality across all of your teams that interact with the software (order entry, manufacturing, shipping, accounting, etc.). Your FeneVision Administrator is the main point of contact for our Support team, and your tickets should flow through them.
Including this information when submitting tickets helps us assist you more quickly and effectively:
- The application (ex. CORE, OPTI, Tracking, Trucking) and the module (ex. Scheduling, Order Entry).
- An example order/line item, schedule/unit, or Opti release number.
- Screenshots or a short recording showing the issue.
- To take a screenshot on most computers, press the Windows key + SHIFT + S to activate Microsoft's Snipping Tool.
- We also recommend Greenshot as a useful screenshotting tool with editing capabilities.
- ShareX is a free tool for capturing short recordings of your screen in the form of .gif files - which is especially helpful to us.
- Steps to reproduce the issue.
- Scope - Is this isolated to one user/PC, or is it more widespread?
- Timeline and frequency - When did this first occur? Has this occurred multiple times or is this the first time?
- Business impact - Is this stopping production? Is there any way to work around the issue temporarily while we investigate?
- If your company has multiple FeneVision databases and manufacturing locations, please indicate the database and location this issue is for.
- Please do not forward an email chain. Instead, please summarize the relevant information.
For urgent issues, call our support line at 330-995-2830 ext. 2. An urgent issue is generally defined as a situation where all users (not just one user or certain users) are unable to perform a critical function in the software at all. Examples of urgent issues (refer to Prioritization and Response/Resolution Times):
- The system is completely down. Nobody can open any FeneVision applications.
- WEB is completely down. None of your customers can access WEB.
- All users are unable to enter orders in Core.
- All users are unable to release schedules to production.
- All users are unable to optimize releases in Opti-Glass.