Article #000001013
Summary
A quick overview of the AdvoLogix Support process when investigating a customer issue.
Question
What process does AdvoLogix follow when a bug is reported and needs investigation?
Resolution/Workaround
When a case is created with AdvoLogix Technical Support, we first attempt to solve the issue using typical solutions for similar problems. Before taking the investigation further, we will ask you to carry out these procedures and report any observations if the problem persists. Next, we will ask you to complete the basic technical information needed for us to carry out a more thorough investigation on your behalf, including:
- Steps to reproduce
- Actual result
- Expected result
- Browser & version
- Salesforce Environment (Lightning or Classic)
From there, our technical support will attempt to reproduce your issue. If we can reproduce this issue, we will initiate an investigation with our second and third-level support team. If we cannot reproduce it, we will ask to meet with you in a virtual screen-sharing session to attempt to reproduce the issue -OR- we may ask that your system administrator provide limited access to your instance of AdvoLogix. If, at this point, the issue is not resolved, a subsequent virtual screen-sharing session will be scheduled with our second and third-level technical support team.
Please note that this extensive troubleshooting investigation approach is limited to issues specific to AdvoLogix applications and not Salesforce platform functionality.