How to raise a Support Request
Written by neilAll Support Requests are logged through an automated issue tracking system. This ensures that all requests received for support are correctly documented and routed to the right Planasport staff for resolution.
Your initial contact with support is via email. Your association administrator has been given the correct email address for your association.
The automated issue tracking system will reply acknowledging your support request and advising you of the Support Issue Number. The issue tracking system also routes your request to an appropriate first level support staff member for review.
When emailing a support request please include as much information as you can about the issue. At a minimum, please include your name and association, along with the description of the issue.
When describing the issue please include what you were attempting to do, what your expected result would have been, and what the actual outcome was.
If possible, include a screen shot showing the problem. This can be done by pressing Alt-PrtScn which puts a copy of your active window on the clipboard. If you have your email program open, you can paste the image straight in. If not, you can use Paint or another graphics program, paste the image in, then save it as a graphics file to attach to the email. You can find more information about taking a screen shot here.
The more information you include in your initial email, the more likely it is that the issue can be resolved without extra emails back and forth to gather all the information.
If you can reproduce the issue consistently then it might be helpful to note the date and time so that we can go back through the application logs and quickly find out what was happening.
If you need to follow up or add information to your support call just reply to the automated reply containing your support issue number confirmation. If you do this, your subsequent email will be attached to the issue.