Reporting a Level II Support Issue to SOLABS

Information to send to SOLABS' Support Team at support@solabs.com:

• Description of the problem or request: Describe the sequence of events leading to the error, or the question you’d like to ask. Examples: 
  • “When clicking the Confirm button of the ____ Process, I get an error message….”
  • “When accessing [Document Name], I see a blank screen.”
  • “How do I do [task/process]?”

• Business Impact: How it affects your business in concrete terms, telling SOLABS how quickly you need this problem addressed. Examples: 

  • “We can no longer start new processes, but we can access and modify older ones.”
  • “Users cannot log in to SOLABS, this is urgent.”
• User Name: The user name of the person to whom the problem occurred.
• Date and Time: When the error occurred.
• Functionality: The SOLABS QM10 section where the error occurs/section related to the question asked.
• Screen capture of the actual error and or error message.
• Ticket or reference number for this case (if applicable).
• Unhandled error: This is a fairly ambiguous error message, so please send additional details. 

Sending the Email to support@solabs.com

SOLABS has prepared an email template you can copy and paste, below, to send questions or report problems to SOLABS:

Subject: Question or problem with

• Description of the problem or request:
• Business Impact:
• User Name:
• Date and Time:
• Functionality:
• Screen Capture:
• My ticket or reference number:

Please attach any supporting information (Screenshot, Server log, Audit Trail, Summary Report, etc.)