ROMA Support Guidelines

Before Creating a Ticket

• Do not use a former (past) ticket number to report a current problem. Please do not use tickets as a 'chat room'.
• Include the relevant ticket number in the email subject when responding to ROMA Support.
• Emails with multiple topics will be broken down into multiple tickets and resolved separately. Changing the topic during a ticket will open a new ticket.

Before Opening a Ticket

• Attempt to successfully replicate the problem before reporting it.
• When troubleshooting hardware, attempt to isolate the problem by exchanging components using a system of elimination. Include details of this process in the initial report to ROMA Support.

Creating a Ticket

• Use 'Tools > Report Manager > Help > Ticket Report' to create a ticket.
• Include all relevant software version information from the affected applications.
• Include only relevant details. Screenshots are recommended. Be ready to answer specific questions and execute tests at your site. Use 'Tools > Log Collector' to collect log files, if requested.
• When referring to attached result files and specific calls, the precise timestamps and the application used for analysis must be mentioned.
• Attachments should be zipped and not exceed ten (10) megabytes in size.

Follow up procedures

• Access to the affected equipment or software should accompany calls to ROMA Support (if applicable).
• Enable Remote Access for ROMA Support Team if requested.
• When shipping equipment, pack it in the original boxes with the shock-absorbing material or an equivalent package.

Thank you for your co-operation

Your ROMA Support Team

+41 32 624 3535
+41 32 624 3420