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The first step is always to create a support ticket. This can be done in two different ways:
- The Seeq User Interface
- Seeq Support Portal
- The Seeq User Interface
Create a support ticket using the Seeq User Interface
Starting from R62, creating a ticket automatically creates logs, without the customer being notified. The process is very similar to the previous releases. In the Seeq instance, click on the hamburger drop-down on the right; and choose ‘Get Help’
Search for a knowledge base article or choose ‘Let us Help You’ to create a support ticket.
Describe the issue in the Summary box; and click on the drop-down to choose between a support ticket or feature request.
If you want to send Seeq logs, Click on Download Logs then click on the link highlighted by the red arrow to create a support ticket and attach the logs.
Create a support ticket with Seeq Support Portal
This is the recommended way of doing it. Once you open thisurl, click on contact Support button as shown below:
This will get you to the below page where you will need to choose in the list.
You will probably not need to use the last two options (Licensing/Billing and SaaS Migration). The StarTek team will take care of that. As a Seeq user, you have the choice between:
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In both cases, you will be asked to fill a form and to enter the maximum information you have about the issue/question you encounter. This will help the Seeq team triage your request and assign the appropriate person to your support ticket.
The severity field is a very important one and should be filled carefully:
S1 and S2 severities should only be used when there’s a serious degradation of the Seeq Server, for example:
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Creating an account on the Seeq Customer Success Center allows you the convenience of being able to access your support cases from one location. You can view the status of your cases, add updates and attachments to existing cases, and open new cases. You also have the ability to view cases that have been opened by others in your company. To create an account, do the following from the Seeq Customer Success Center:
- Click Log in in the upper right corner.
- Select Sign up
- Enter your email address
You will receive an email. Click the Sign up link in the email to complete your registration.
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In most IT Issues, Seeq Support will ask you to provide Seeq Logs to better troubleshoot the problem and get to the root cause of the problem. The procedure to send the logs is the following:
- Log into the Seeq application.
- Click on the three horizontal bars in the upper right corner of Seeq.
- Select View Logs.
- Click on Send/Download Logs.
- Enter your name, email, and a short description and press "Send".
Create a support ticket using the Seeq User Interface
Before R62
In the Seeq User interface, click on the Hamburger drop-down of the top right corner of the screen and choose ‘Send Support Request’.
The below dialog box will appear prepopulated with your name and email address.
If you want to send Seeq logs, Click on Download Logs then click on the link highlighted by the red arrow to create a support ticket and attach the logs.
After R62
Starting from R62, creating a ticket automatically creates logs, without the customer being notified. The process is very similar to the previous releases. In the Seeq instance, click on the hamburger drop-down on the right; and choose ‘Get Help’
Search for a knowledge base article or choose ‘Let us Help You’ to create a support ticket.
Describe the issue in the Summary box; and click on the drop-down to choose between a support ticket or feature request.
Seeq Office Hours
Seeq Office Hours - book a session with a SEEQ Analytics Engineer
If you have an analytics question and you want to speak directly with a Seeq Analytics Engineer in a Teams meeting, then Seeq Office Hours is the right channel for that. There are multiple 20 minute slots during the week in different time zones for the sessions (note that all sessions are in English).
To book a session, click first on the Office Hours link in Seeq’s home page:
Once theorem there, you will be able to choose the date and the time for the session (not that times below are in your timezone)
