Contacting Support

For support, please email our Support Team at support@vqcomms.com.

Our support model is based on the principal that the engineers who design and develop the software are the experts and the best people to help customers. They know the code and can work out where issues are quickly and efficiently. Our development engineers do, however, also face the challenge that we and our customers want them developing new functionality and features.

We therefore ask that you minimize the impact on our engineering team by using a support model where you submit tickets, we respond via email and potentially add documentation that explains what the issue is and how to overcome it (most problems have happened before). We’ll suggest a remote session and things like desk-top sharing if we don’t understand the issue or we need more information. Please do not ask us for a remote session if we are not recommending one.

This approach works; we give great customer support because customers are being helped by expert who wrote the code. You can help us help you by working with the documents we provide when responding to tickets and not asking for a remote session when most of the time, they are not needed.

Information to provide when you contact support

When you contact support, please describe the issue:

• Short description
• How to reproduce

Provide information about your system:

• Software version and IP for the Call Bridge, VQ Conference Manager and any other devices involved

• Environment. Do you have a single, split, or clustered deployment?

Add system status information:

• Screenshots of error messages and the sequence to reproduce the problem
• VQ Conference Manager Logs obtained via the System >Logging coApp

• Details of the affected objects. For example, Space name, participant name, call name and the time