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Asking for defects support for the neaPay products: converter, switch, issuer, simulator

Posted on 6th Jun 2013 2417 views

neapay Support is provided in the following sequence of priority

neaPay Priority 1 support

Please call anytime at the provided number. Prepare the logs, screenshots, video share, recording of the issue, so we can help.

neaPay Priority 2 support

Prepare the logs according to the guidelines , send the email to contact@neapay.com and you will be helped within a business day.

neaPay Priority 3 support

Prepare the logs according to the guidelines , send the email to contact@neapay.com and you will be helped within the agreed SLA.

neaPay FREE support 

Prepare the logs according to the guidelines , send the email to contact@neapay.com and you will be helped as soon as we can spare some time.

 

Steps to ask for Support

If you have a bug that creates unavailability, make sure you put that in the email header or first in the body.

In case you are having issues with deploying, running, configuring our converter, switch, simulator, issuer, or a bug, make sure we have necessary information to analyse.

No matter which kind of support you have contracted, we need you to help us with some very important information. Without this, it is very hard for us to help. So please follow the guide below for requesting support. 

  1. Prepare an email to contact@neapay.com from the e-mail address assigned in the onboarding, so we can identify the customer, or use the contact form on the website
  2. Provide software delivery number for the download, so we can identify the exact delivery.
  3. Provide description of the issue, so we can understand what is happening.
  4. Provide text logs, from the start  of the transaction, with traces ON. Preferably from the start of the software, it is is not continously running, of from the start of the container.
  5. Make sure traces are ON, if applicable. Information for enabling traces in the simulator can be found here: https://neapay.com/post/enable-traces-iso8583-simulator_25.html
  6. If you are running a live system with confidential data, you need to reproduce the issue on the test system, with traces ON, ad then provide the log
  7. If you are running a live system with confidential data, makse sure you obfuscate, anonimyze, remove or invalidate sensitive data. If you have to provide sensitive data, make sure that data is no longer valid in your system.


If possible, include a screen shot of the problem. 

Additional information regarding the documentation, reference to documentation, or sample valid messages if the issue is functional. 

For functional issues, the raw hex dump of the contested or inaccurate content is required. 

SLAs according to the agreed terms.


You are welcome to submit improvements suggestions, point bugs or issues, or help us with documentation. 

For non-paying customers, we are grateful if you can help in exchange for support with testing, documentation, or propose something else.


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