neapay Support is provided in the following sequence of priority
Make sure traces are ON. Information for enabling traces in the simulator can be found here: https://neapay.com/post/enable-traces-iso8583-simulator_25.html
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, 3 & free support
Prepare the logs according to the guidelines below , send the indicated email address in the product startup log and license.
Steps to ask for Support
- Prepare an email to the indicated email address in the product startup log and license.
- Provide software delivery number and name of the download, so we can identify the exact delivery.(the link you downloaded)
- Provide description of the issue, so we can understand what is happening. If you have Unavailability or Deployment issues, mention it
- 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. https://neapay.com/post/enable-traces-iso8583-simulator_25.html
- 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.
- If you are running a live system with confidential data, makse sure you obfuscate, anonimyze, remove or invalidate sensitive data. Make sure the sent data is no longer valid in your system.
If possible and relevant, 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. TCP TRacing must be ON
SLAs according to the agreed terms.
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.
You are welcome to submit improvements suggestions, point bugs or issues, or help us with documentation.
For non-paying customers, we will do our best to help you in a decent amount of time but
WE DO NOT GUARANTEE support for DEMO NON-COMMERCIAL license.
