Every XCALLY customers and partners with a registered account can open a ticket into the XCALLY Support Portal
Xenialab Customer Portal
Check our Knowledge Base first
You can find many How-To and Troubleshooting Guide
Select your product
Open a new ticket by selecting the request type related to your XENIALAB product and fill in the required fileds.
Create a ticket for the XCALLY Products
Select the request type according with your product.
Please always insert the license token without any other characters so we can provide you a proper assistance accordingly to your SLA
If we provide you the IT infrastructure in addition to the XCALLY software, please use the form called HOSTED CUSTOMER.
In that case the license token is optional, since we already have full control of the server.
The Emergency Ticket form will create an highest priority ticket. Please be aware this option may have a cost.
Insert all the required information
Please add all the key words related to your requests. This is very important for a better ticket management.
Create a ticket for WitiOp
Click on the WitiOP form and fill in all the required information
Create a ticket for Vidaoo
Click on the VIDAOO form and fill in all the required information
About the ticket priority
Please select the priority based on the following definitions (use Highest only if your services are down):
Please fill in the description as precisely as possible
Depending on the type of your issue, provide the appropriate items in the following list:
steps to reproduce the issue
logs
screenshots
customer customizations
View the requests
Just click on Requests button to handle all the tickets created by all the members of your organization
Ticket details
Info about your server
An automation will add some useful information about your server
Interact with the Support Team
Please note the communication between customers and support team is allowed only within the ticket.
The email is used only for notification.
Please do not reply to the email sent by the ticket system.
Ticket status
Status | Description |
|---|---|
Waiting for Support | Request has been created and it is pending on the XCALLY Team |
In progress | The ticket is handling by the XCALLY Team |
Waiting for customer | The XCALLY Team is waiting for a customer's feedback |
Escalated | The ticket has been escalated to the 3rd level support (eg. bug fixing) |
Under Investigation | The ticket requires further investigaton by the XCALLY Specialists |
Under Development | The dev team is working on the task |
Resolved | The issue has been resolved by the XCALLY team |
Closed | Customer has confirmed the issue is fixed. No more action required |