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To speed up the resolution of your issue, please take some time to check our documentation to make sure that the solution isn't already known and documented.

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Before you request help from BlueMind support, make sure you have the required information at hand to help us resolve your query as quickly and effectively as possible:

• Subscription number, if you have one.
• Project Name: client name or support partner name. You will have to select your project when you create the ticket – the "BlueMind" project does not entail any ticket processing or resolution requirement by BlueMind.
• Environment Details:
  • Exact BlueMind version number
  • Operating system and version
  • any additional relevant environmental details (disk space, memory, etc.)
• The ticket's priority level must be assessed accurately:
  • Blocking: the production server is down
  • Critical: key functionalities of the collaborative email solution isn't working and there is no workaround
  • Major: a key feature of collaborative messaging cannot be used BUT there is a workaround OR a non-key feature cannot be used.
  • Minor: any other query.
• Gather as many details as possible about the issue and the conditions in which it occurs.
  So that the support team can understand, investigate, and potentially reproduce the issue in their environment, you will need to describe the context and the actions that led to it as accurately as possible:
  • user(s) concerned,
  • clicked buttons or links,
  • text entered in form fields,
  • waiting period,
  • reproduction frequency,
  • etc.
• Collect useful log files IN TEXT FORMAT when possible:
  • see the dedicated page Logs to identify them
  • see Troubleshooting pages on related topics
  • see the BlueMind major version update page for information to pass on in the event of difficulty

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If you have any comments or suggestions about the BlueMind documentation, please email doc@bluemind.net. Please provide as much information as possible so that the Documentation team can process your request as efficiently as possible.