|Version 4 (modified by hinojosa, 5 years ago)|
Support Best Practices
So that users have the highest level of success when submitting new issues to the support team, Please review our suggested best practices:
- Before reporting a problem, first check the Site Status page to see if we are already working on the problem.
- All official support is provided by SourceForge.net staff (golden wrench icon next to user name).
- Issues reported to SourceForge.net must be posted in English language.
Logging confidential / private / sensitive requests
- If you have a sensitive issue to report, check the private check-box upon submission.
- Do not include personal information; all issues are publicly visible. No passwords, telephone numbers or addresses, please.
Specific software support
- Contact the project for support on software downloaded from SourceForge.net.
Completing your request (ticket)
- Log in before posting, if possible. Requests for project-related changes must be posted when logged-in.
- Post one item for each issue you need to report.
- Include a full, complete description of your problem including key details (project UNIX name, error output, etc.).
- Not sure what to put in a field? Leave it blank. We review all new Tracker items and adjust settings as needed.
- Do not send email unless we requested.
Additional notes about support tickets
- If you already posted an item and need to check on its status, log in and add a comment to that Tracker item.
- Please do not post comments to other people's issue reports.
- See the My SF.net Projects page for the status of a newly registered project.
- Oversight: Concerns are reviewed by the SourceForge.net Support Manager.
Note: All issues reported to the Support Request Tracker may be viewed by all site users (they are publicly visible), unless tagged "Private".
If you are concerned about response times to an open issue, post a new ticket and include the # of the original issue report. Alternately, you may notify the Site Support Manager.