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Version: 13.0

How to download a Support Information Package (SIP)?

What is a Support Information Package (SIP)?​

A Support Information Package (SIP) is a collection of log files of a BOC Management Office product. Providing a SIP to the BOC hotline typically speeds up the resolution finding process for a support request.

All products of the BOC Management Office (ADONIS, ADOIT, ADOGRC) allow the encrypted download of a SIP via a web browser.

How can I create or download a SIP?​

There are two ways to download a SIP from a BOC product. Both methods require that you can access your BOC product's web client:

  • Download from the web client admin page
  • Download via a direct download URL

Both methods are described here in the administrator manual.

Both methods are also demonstrated in the following video:

How can I assemble a SIP if I do not have access to the web client?​

If you cannot access the web client, you can collect all log files manually from the relevant servers.

By default the following log files need to be collected:

  • Log files from the application server of your BOC product. By default these log files are in the folder "C:\Program Files\BOC\ <BOC Product> \logs".

  • Log files from the web server (Apache Tomcat). By default these log files are in the folder "<Apache Tomcat Installationsverzeichnis>\logs".

The following video shows how to do this: