Our support policy is a 72 hour response time from the time that ticket is received by a support staff from the LA office, which is the hub for all incoming support submissions.
Our goal when a ticket comes in is to replicate your issue and if confirm your issue to be a bug, to submit it to the Product Team. The bug fix is normally available in our next public release. To facilitate the resolution of these issues, please include as much details as you can following the format below.
Submitting Issues
Submit issues by clicking here.
Note: Please submit a single problem per issue instead of stringing together multiple problems in a single issue.
Include the following in the body of the message:
Who are you? Answer: Either Customer, Solutions Partner or Trial User
What is the ECF Database level of your solution? (On the top menu bar, select About » Database Schema Information)
Description:
- Urgency level: low, Normal, High, Very High
- Low: general inquiry, technical advice during planning phase, feature request, documentation request
- Normal: I am in the Active Development phase and my site launch is more than 2 months away
- High: a feature in my Production site is not working
- Very High: my entire Production site is down
- Screenshot of error message with URLs and/or text of stack traces
- Steps you took to produce the error
- Line of code where the application produces error
Once you submit your email, you will receive an issue tracking number. Make sure to include this number in the subject line of any subsequent emails.
Support Taxonomy and Structure
This is a quick description of some examples of the types of things that are covered under the Mediachase Support Policy. It is meant only as a guide to help you understand what we consider to be an ECF product-related issue versus the Microsoft tools and infrastructure required to run the ECF.
General Technical/Tools/Infrastructure
Mediachase does not support basic questions about .NET or Visual Studio in terms of setup and knowing how to compile or work with our solution. The ECF requires an intermediate to advanced .NET engineer to be involved. Junior engineers can be used on certain aspects of your project.
| Areas of Support and Example Support Requests | Support Provided | Unsupported |
|---|---|---|
| Visual Studio 2008 | ||
| How do I open up and compile the ECF solution? | ||
| Microsoft Team Foundation/Other Version Control/Change Management | ||
| How can I set TFS permissions so that multiple developers can work off of the same code base? | ||
| Microsoft SQL Server | ||
| How do I run the SQL update script provided by Mediachase? | ||
| The SQL update script provided by Mediachase fails to update table | ||
| Internet Information Systems (IIS) | ||
| I am getting a 403 Security Error on IIS when trying to open up ECF | ||
| I am getting a permissions error when viewing my public site | ||
| Server Deployment and Operations Management | ||
| I am having trouble installing the ECF in a hosting environment | ||
| How can I configure the ECF for load balancing? |
Developer
Intermediate to advanced .NET skills are expected when working with the ECF. For custom development, Mediachase may provide some technical advice and suggestions but we will not provide actual lines of code for a new feature or a change in the business logic. Code will be given out only in a severe emergency when a code fix is needed. In most cases, new code will be released several times a year according to our product release schedule.
| Areas of Support and Example Support Requests | Support Provided | Unsupported |
|---|---|---|
| How can I edit or create a new page template? | ||
| I am having inconsistent rendering of pages on my site due to CSS/stylesheets |
Business User
| Areas of Support and Example Support Requests | Support Provided | Unsupported |
|---|---|---|
| I am getting a licensing error when I view the public site |
Dedicated Assistance or Implementation Assistance
If you want to get started quicker, learn faster through our training programs, or need professional services, you can contact Sales and we will schedule you an available time.
Sales, Partnering, and Licensing
For all other sales or partnering requests contact Sales or Bizdev.