How to get help and support?
The different options currently available are:
- eLearning platform with self-paced tutorials
- Read the online manual
- Watch these short videos
- Send an email to open a ticket to support@hackolade.com
Support response times and Service Level Agreement: Hackolade provides maintenance and support for its products according to the following Maximum Response Times and Maximum Resolution Times. The Maximum Response Time and Maximum Resolution Times identified below are calculated using standard business hours and days:
| Ticket Priority | Maximum Response Time | Maximum Resolution Time | Definition |
|---|---|---|---|
| 1 – Urgent | 15 minutes | 4 Hours | Critical Business Impact, production line down |
| 2 – High | 1 Hour | 8 Hours | Major Business Impact, multiple users affected, no workaround available |
| 3 – Medium | 2 Days | 2 Weeks | Moderate Business Impact, single user affected, workaround available |
| 4 – Low | 8 Days | 4 Weeks | Low Business Impact |
| 5 – Project | Timeframe to be decided through coordination between the Project Manager and development, based on resources available, requirements and time estimates. |
The XY problem
The XY problem arises when someone attempts to solve problem X, and uses solution Y in an attempt to solve problem X, then also faces challenges with solution Y. Instead of seeking help for problem X, they request support for solution Y, obscuring the root cause and leading to miscommunication, wasted time, and suboptimal solutions.
The XY problem is further described here: In particular, it describes what to do about it:
- Always include information about a broader picture along with any attempted solution.
- If someone asks for more information, do provide details.
- If there are other solutions you've already ruled out, share why you've ruled them out. This gives more information about your requirements.
Remember that if your diagnostic theories were accurate, you wouldn't be asking for help right? The kind of answers you will get to your technical questions depends as much on the way you ask the questions as on the difficulty of developing the answer.