What is Technical Support?
Technical support is a process which is designed to provide the best service towards our users as possible. When using the Rodeo application, you can always start a chat with one of our colleagues for quick questions. However, when you are experiencing an incident, an engineer needs to investigate and resolve that incident. The technical support process is designed to have that support available on a continuous basis.
You can access the technical support portal directly by following this link.
How to create Technical Support tickets
Create an account
When using the Technical Support portal for the first time, you may need to create a new account. This account is not the same account as you use to log into the Rodeo app. Once you have an account, you can use this account in the future when creating Technical Support tickets.
Types of tickets
There are several options for creating tickets in the technical support portal:
Report an incident - When you are experiencing a technical issue, use this option to create a detailed incident report for the Rodeo engineers to investigate and resolve
Request for service - When you have a technical question or you need assistance, you can use this option
Suggest a new idea or improvement - When you have an idea for a new feature or improvement for our Rodeo app, you can use this option to create a ticket for our product team to evaluate
When creating a ticket, depending on which option you picked, different fields will be shown in the form. Each form field has a clear description underneath and is marked with a * with whether that field is mandatory:
Please write your Technical Support tickets always in English. This is because the chance is high that the member of the support team does not speak the language that you speak. Therefore, always use English as a language of communication in the Technical Support portal and on the tickets. Comments from the team will also be written in English.
Share as much information as possible
When creating a technical support ticket, please keep in mind to provide as much information as possible. That way, the engineer can resolve the issue as effective and efficient as possible. Share the URL on which the error occurs, which browser you used, when it occurs and when it does not etc. Keep in mind that the problem is most probably new for the engineers working on it.
Share the ticket with anyone who might concern it
When a ticket is created, you can easily share it with anyone who might be interested in that ticket and its progress. This avoids duplication or incorrect information regarding a ticket. You can share the ticket easily via the 'share' option on the ticket in the technical support portal:
It is possible to share the ticket with someone who does not yet have an account in the Technical Support portal. That person will automatically receive an invite email. In case the user does have an account, that user can be selected from the dropdown.
A statuspage is a page that visualizes the status of a (web) application. Whenever a system or part of a system is not operational, the statuspage is updated and details, timelines and the cause of an incident is being communicated. A statuspage message is created in case of a blocker incident.
Whenever an incident is created, it is visible in the chat window in our application and on top of our technical support portal. Examples are depicted below. You can also visit our statuspage directly via your web browser: https://status.getrodeo.io/.
Subscribe to updates
Whenever there is an incident, you probably want to be made aware and kept up to date. The most efficient way to ensure that you receive the latest and correct information is by subscribing to updates. This can be done directly from the statuspage page as depicted here:
Service Level Agreement
To ensure that we deliver the most effective and fair technical support, we apply a Service Level Agreement (SLA) for incidents that are being created in our technical support portal. For this SLA, we apply 5 levels of priority. This page explains the difference between those 5 levels and when what priority is applied.
The software is down (crashes) or is not operational for all customers or there is an incident discovered that involves the (potential) breach of customer personal data.
The software is operational but has a major functional loss that impedes actions from being completed for multiple customers. Inconvenient workaround or no workaround exists.
No or small functional or technical loss. One or multiple customers are impacted. Productivity or efficiency of internal users is impacted. A suitable workaround can be employed; or the functionality is not immediately necessary.
The software has a cosmetic, functional or technical error that does not affect performance or stability of the system.
All functionality works, but could be enhanced or improved.
Please note that the SLA is only applicable for incidents and not applicable for new feature suggestions and requests for service.