Raising a Support Ticket
If you an admin and need help you can open a support ticket by sending an email to Instasafe Support
Before submitting the ticket
Make sure that you deeply checked the online product documentation for the resolution.
While submitting the ticket
Please be as specific as possible when starting a new ticket, it really helps us to identify the root of your problem when you provide details of the problem, a screenshot of your error message, Log Files or all of the above.
Please raise a ticket with below specific information so as to resolve the ticket faster.
- A summary of the issue with Workflow
- Impact due to the issue
- Error Screenshots, Error Messages, Logs Files
- Details of Agent & OS Version, Browser Details
Locating the ISA App Log File
- Windows 64 Bit
C:\Program Files (x86)\InstaSafe\log
- Windows 32 Bit
C:\ProgramFiles\InstaSafe\log
- Linux OS
Navigate to the /var/log/ directory and locate the InstaSafe log file
- macOS
/Library/Application\ Support/InstaSafe/
After submitting the ticket
Once a new case is submitted, our Support Team will share articles that might resolve the issue. In case the issue is not resolved, our Support Engineer will either contact you by phone or email. Your email replies will automatically be appended to the case.
Note:
Support Includes
- Initial Triaging and Troubleshooting of the problem
- Bugs and Break Fixes
- ISA Console Configurational Questions
- Product & Best Practices Questions
- Product Releases Information
Support Does not Cover
- Request for Console Administrations
- Configuration Changes
- Product Feature Requests or Changes
- Customizations of Products
- Audit, Control and other Usage Reports