How to raise a case with support?

Modified on Wed, 31 May 2023 at 12:43 PM

Providing the precise details of your problem to the support team is the best way to solve the issue you are experiencing.

There are two primary ways to contact the support team:

When experiencing an issue regarding the Reveal Platform consider these questions when raising a case with the support team:

  • Is this issue occurring on a single machine or a group of machines?
  • Where there any recent upgrades/updates that occurred with the affected machine?
  • Is the issue reproducible consistently?
  • Does the issue follow a pattern of events?

When raising a case, it is always optimal if we are able to gather additional details surrounding the issue such as a debug bundle from the agent, video recording/screen recording of the issue, or screenshots of the issue.  For files under 100MB you can attach these directly to the case via the support portal. 

For files larger than this we use a file sharing service - SendSafely.  SendSafely Dropzone provides a safe and secure way to share these files directly with our support team.  More information about Dropzone can be found HERE.

Have a Large file to attach?

You can attach multiple files and large files directly to a ticket. Or if preffered, you can upload directly to our support dropzone here.


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