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How do I place a support request?

How do I place a support request at BOC technical support?

Please report incidents and technical questions related to our products to the support e-mail address that you received from your customer account manager, from your product administrator or when you purchased your product edition.

Questions about the usage of our tools will be answered in our product trainings for ADONIS, ADOIT or ADOGRC or in individual consulting.

What information should a support request include?

In order for us to process your support request as quickly as possible, we need the following information:

  1. Detailed description of the problem

    Please describe your request as clearly as possible.

    If you can provide sample data (e.g. model exports, sample reports, configuration files) that will help us to understand your request better or to reproduce the problem, please do so. We will be happy to provide an upload link for secure data transmission on request.

  2. Screenshot (full screen) of the problem

    If it illustrates the problem, please take a screenshot of the entire screen (including the Windows start menu bar) showing the situation to which your support request relates.

    To take a screenshot, press the PRINT button on your keyboard. Then paste the screenshot into your e-mail to us using the key combination CTRL + V.

  3. Product, version and account-id

    Please let us know:

    • Which BOC product are you using? ADONIS, ADOIT, ADOGRC or something else?
    • The version number of your BOC product.
    • If you are using a SaaS edition from BOC: Your SaaS account-id or alternatively the web browser URL you use to access your BOC product.
  4. Time and frequency

    Provide the exact time the problem occurred. It is important to be as precise as possible - ideally to the minute, but at least the day and hour.

    Did the problem occur only once or more frequently? Does the problem currently still exist at all?

  5. Support Information Package (SIP)

    A "Support Information Package" (SIP) is a collection of important log files.

    If you operate ADONIS, ADOIT or ADOGRC in your own infrastructure, download a SIP from your BOC product and send it to us. We will be happy to provide an upload link for secure data transmission on request.

    If you use ADONIS, ADOIT or ADOGRC from our SaaS offering (hosted by BOC), it is not necessary to transmit a SIP because we can access the necessary log files ourselves.

  6. Number of affected users

    Indicate whether only a few (or just one) users are affected, or a large number.

    Are there other users who do not experience the problem?