How to raise a Support Case

Introduction

Contact Aqilla Support on:  support@aqilla.com or phone:+44 (0)20-3150-3843

Each issue you raise with us becomes a case in our support system. Each case is allocated to a member of our support team and progressed, escalated to our technical team (if necessary) and eventually closed.

Before you contact Support: 

Due Diligence: What can you see on the screen? Are there any error messages? Error messages in Aqilla are highlighted in a red ribbon. 

Maybe the solution is in help?

• Is it a technical problem with Aqilla, or could it be caused by other factors? 

• Is your windows fully up to date?

• Have you contacted your IT Department? 

When you need to contact support

• What can I do to help? 

• Document the process that lead up to the error

Take screenshots

When you send an e-mail to support@aqilla.com a new case is automatically created. Please raise a new case by e-mail as follows:

[Clear e-mail subject, instance name]

1) Use a clear e-mail subject

MyCoName - New Aqilla Instance Required is much better than Help Please.

2) One issue per case

If you want support on an unrelated issue please raise a different case - i.e. send a different e-mail.

3) Tell us your instance name(s)

Please specify the instance(s) your issue relates to. All we need is this bit:

4) Clearly explain your issue

The more clearly you explain your issue the more quickly we will be able to resolve it.

5) Include screenshots where appropriate

The Windows Snipping Tool is very easy to use and allows you to take a screenshot of whatever part of the Aqilla page illustrates your issue. You can copy your screen shot into the body of an e-mail. Why not save the snipping tool on your desktop?