The support process – Minerva

Issue classification
- The customer is responsible for classifying the support issues and treating the "level 1" support issues internally. Such as "a user can't login", "a user can't find or does not know how a feature works" etc.
Mature issue and report it
- A group of superusers at the customer, is responsible for formulating the issue before it's submitted. It should always include all available information about the issue that could assist in the resolution. Different issues have different requirements for the level of information needed to provide a solution but consider the following:
  - What was the expected behavior
  - What was the actual behavior
  - Who experienced the problem (user details)
  - What exact steps will reproduce the error/incorrect behavior (This is crucial!)
  - Add screenshots to enrich the written explanation where needed
- Once the issue has been clearly explained send it to helpdesk@minerva-plm.com
The Minerva support team will further classify and resolve the issue
- If the issue is classified as an enhancement request the issue is moved to the issue tracker for the project and closed in the HelpDesk system.
- If the issue is classified as "support" - support will provide you with an answer in accordance with our SLA.

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