Get technical support

Kun slutbruger-hjælpen er for tiden oversat til dansk. Hjælp til administration af Zylinc-løsninger er for tiden på engelsk.

How to contact support depends on you role:

  • If you got your Zylinc solution through a Zylinc system integration partner: Use the support channels that you've agreed with the Zylinc partner that you got your Zylinc solution from.
  • If you got your Zylinc solution directly from Zylinc: Use the support options listed in the following.
  • If you're a Zylinc partner: Use the support options listed in the following.

  • Zylinc web support portal: http://support.zylinc.com

    When you create a support issue, you get an issue number. If you later contact Zylinc about the issue, you'll need the issue number.

  • Phone support (only available if you've used the web support portal to create the issue that you call about): +45 8833 6645

    Open Monday-Friday 08:00-17:00 CET. Have the issue number ready when you call.

You can’t use any other channels, such as e-mail, instant messaging, or video conferencing, to communicate with Zylinc support.

If you're not already a user of the web support portal, you can sign up with this form:

Always sign up with your work e-mail address. The system will then detect your company from the e-mail domain, and you'll be able to view and comment on issues created by your colleagues, and they'll be able to view and comment on issues created by you.

Only Zylinc partners can create feature requests. If you're not a Zylinc partner, you should report your feature request to the Zylinc partner that you got your Zylinc solution from.

  1. Log in to http://support.zylinc.com/

  2. Click Home

  3. Click File an Issue

  4. Click ZySupport

  5. Click Support

  6. In Component, select Support

  7. In Costumer, enter the name of the affected costumer

    Use commas to separate multiple costumers.

  8. Zylinc support will handle your issue according to the selected values of customer impact and importance as well as the service level agreement:

    • In Customer Impact, select between Minor, Normal, Major, Critical, or Blocker

    • In Customer Importance, select between the priorities 1-5, where 1 is the highest priority

  9. In Summary, enter a single line of information that briefly describes the request

  10. In Description, describe what you need from Zylinc support

When ready, click Submit Issue at the bottom of the page

Only Zylinc partners can create feature requests. If you're not a Zylinc partner, you should report your feature request to the Zylinc partner that you got your Zylinc solution from.

  1. Log in to http://support.zylinc.com/

  2. Click Home

  3. Click File an Issue

  4. Click ZySupport

  5. Click Support

  6. In Component, select Support

  7. In Costumer, enter the name of the affected costumer

    Use commas to separate multiple costumers.

  8. Zylinc support will handle your issue according to the selected values of customer impact and importance as well as the service level agreement:

    • In Customer Impact, select between Minor, Normal, Major, Critical, or Blocker

    • In Customer Importance, select between the priorities 1-5, where 1 is the highest priority

  9. In Summary, enter a single line of information that briefly describes the request

  10. In Description, describe what you need from Zylinc support

When you describe what you need, make sure to cover the following:

  • Version of the Zylinc release: Include information about which Zylinc version you use.

  • Affected users: Are all users affected? If not, provide some examples of user IDs that don’t work, as well as some examples of user names that do work.

  • Where to find the affected function, and what isn't working: Remember to describe what it is that doesn't work. Preferably attach a screenshot of the function. In the screenshot, use an arrow or circle to mark where to find the affected function. If you can't make a screenshot, make it clear in writing where to find the problem.

    Example: In the Statistics Portal, when you click Settings > Other Settings > Layout > Reset Layout, the layout remains unchanged.

  • When you discovered the problem: When did the problem happen? Has it worked in the past? Is it a new installation, currently under implementation? Does it seem to be a periodic issue? Did it happen just once; if so, when?

  • Steps to recreate the error: If it isn't already obvious from the previously included info, write the steps required to recreate the error.

    You can also use a smartphone to make a short video about the problem, and then attach the video.

Only Zylinc partners can create feature requests. If you're not a Zylinc partner, you should report your feature request to the Zylinc partner that you got your Zylinc solution from.

  1. Log in to http://support.zylinc.com/

  2. Click Home

  3. Click File an Issue

  4. Click ZySupport

  5. Click Support

  6. In Component, select Support

  7. In Costumer, enter the name of the affected costumer

    Use commas to separate multiple costumers.

  8. Zylinc support will handle your issue according to the selected values of customer impact and importance as well as the service level agreement:

    • In Customer Impact, select between Minor, Normal, Major, Critical, or Blocker

    • In Customer Importance, select between the priorities 1-5, where 1 is the highest priority

  9. In Summary, enter a single line of information that briefly describes the request

  10. In Description, describe what you need from Zylinc support

When you describe what you need, make sure to cover the following:

  • Names of costumers who want the feature: Zylinc needs to know that real customers have requested the feature.

  • Why the feature is required, and which use cases it'll cover: This information is much more important than technical descriptions. As a minimum, describe what type of role the people who want the feature have, and which objectives they want to achieve with the feature.

You can help Zylinc support help you more efficiently, if you remember this when you create issues:

  • One problem = one issue: Create a separate issue per problem. Don’t mix information about other issues into an existing issue.

  • Same problem at several customers/sites: If the same problem exists at several costumers/sites, you don’t need to create a separate issue for each of them. Just select a single representative customer/site, and attach log files, screenshots, etc. from that customer/site.

  • Don't re-use old issues: If a previously resolved problem occurs again, create a new issue, or call phone support to have the old issue re-opened. Don’t remove the resolved or closed status from the issue on your own.

  • Attachments in standard formats: If you attach files, use standard file formats that Zylinc support will be able to open, for example Microsoft Office documents, .txt, .pdf, .bmp, .png, or .jpg. For Zylinc log files, use their native formats, such as .log or .tgz, or include a .zip file that contains the Zylinc log files.

  • Whole screenshots: If you attach screenshots, don't crop them. Make sure that the entire program window is included in the screenshot.

    Example: Some of the Zylinc client windows contain status and date/time information in a bar at the bottom of the window. If you crop the screenshot, that important information can get lost.

  • Zip large files: If you're going to attach files that are larger than 2 MB, use zip to compress the files before you attach them.

  • Problems about specific calls: If you need assistance about a specific call that has caused problems in your Zylinc solution, do the following:

    1. In the Statistics Portal, select Logs > Channels, and open the required call. The call the opens in a pop-up window in the browser.

    2. Make a copy of the URL from the pop-up window, and include the URL in your support issue.

    3. Make a screenshot of the pop-up window, and attach the screenshot to your support issue.

Zylinc solutions integrate with third-party hardware and software that have lifecycles outside the control of Zylinc. Even though Zylinc closely follows the lifecycles of such third-party hardware and software, changes to third-party hardware and software may be announced at very short notice. That can make it difficult for Zylinc to guarantee that, for example, a new third-party software update will immediately work with a Zylinc solution.

That's why it's important that you know the following about third-party hardware and software.

Third-party hardware & software – impact on Zylinc support

Zylinc solutions integrate with numerous third-party hardware and software providers. Some of the third-party software is essential to the core operation, for example operating systems and databases. Other third-party software is needed to implement additional features, for example chat. Third-party hardware, like phones or headsets, can also play a great role in a Zylinc solution.

To guarantee a fully working solution, Zylinc closely follows the release cycles of the third-party hardware and software vendors. Zylinc will not support integration to third-party hardware or software that's no longer supported by the respective vendor. This also applies to hardware and software that isn't directly used in the Zylinc solution as such, but can be used as tools that support the general use of the Zylinc solution, for example Microsoft Excel.

  • Microsoft

    Zylinc solutions aren't supported on Microsoft software that has passed its Mainstream Support end date. Zylinc doesn't support Microsoft products in the Extended Support state.

    You can find the official Microsoft lifecycle definitions at https://support.microsoft.com/en-us/gp/lifeselect, from where you can also find detailed lifecycle information on specific products.

  • Cisco

    You can find infomation about the lifecycle of Cisco Call Manager at https://www.cisco.com/c/en/us/products/unified-communications/unified-communications-manager-callmanager/eos-eol-notice-listing.html

  • Third-party APIs in general

    Many third-party software and service providers don't follow strict software lifecycle policies where changes to APIs are announced well in advance. This applies to, for example, Facebook and Google.

    Zylinc follows updates to all relevant APIs closely, and will update the Zylinc solutions to comply with updates as quickly as possible. However, Zylinc isn't responsible for any limitations, thresholds, etc. in such third-party APIs.

  • Third-party hardware

    Many third-party hardware providers don't follow strict lifecycle policies where changes to their hardware and any associated software, firmware, etc. are announced well in advance. This applies to, for example, phone device and headset manufacturers.

    Zylinc follows updates to all relevant hardware as closely as possible, and will update the Zylinc solutions to comply with updates as quickly as possible. However, Zylinc isn't responsible for any limitations, etc. in such third-party hardware.

When you upgrade or downgrade third-party software or hardware that could have an impact on how your Zylinc solution will work, we strongly recommend that you test the upgrade or downgrade in an isolated test environment before you apply the changes in your production environment. You should be especially aware of this if you subscribe to automatic third-party updates.

If you're in doubt about whether particular third-party software or hardware will work with your Zylinc solution, you're welcome to contact Zylinc support for advice.

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