Technical Support
On this page
8.5 Technical Support
For duplicates, wrong photos/chips, unclear batch commits, or upgrade state, stop production and notify the owner before collecting minimal evidence.
8.5.1 Official Entries and Categories
CDPS/COC provide Support Feedback and a feedback window; About contains version/license information. Official site: https://www.tekivio.com. Use software/delivery-confirmed service entries, not search advertisements or unsolicited replacement links.
| Category | Use | Describe |
|---|---|---|
| Software Bug | Errors, crashes, unexpected behavior | Steps, expected/actual, impact, conditions. |
| Suggestion | Improvements/new capabilities | Real task, obstacle, intended outcome. |
| Other | Other product matters | Specific request and necessary context. |
The licensing email identifies the service account. For unregistered/submission messages check the actual licensing identity; do not substitute role/database names or another person's email, or add unknown service keys. This guide does not invent phone numbers, email addresses, support hours, or response guarantees. Contract-specific channels follow formal delivery documents.
8.5.2 Record Before Submission
Record date/time/zone, component/version/root, last successful step, failure stage, full message/context, frequency, and affected users/stations/records. Reconcile success/failure/skip/queued/physical counts; mark unknown as Pending Verification, not zero. Prepare a small redacted sample and actual available logs/events per 6.7; do not demand nonexistent Release debug files.
For databases add type/method/architecture without passwords; printing needs model/driver/stock/physical symptom; updates need old/target versions, stage, and full message. Mark unperformed checks Not Performed rather than fabricating outcomes.
Figure 8.5-1. Show English feedback entry and genuine submitted-reference state with a fictitious issue/redacted email. Label category, description, status, and reference. Do not submit meaningless production feedback for screenshots or expose service keys.
8.5.3 Ready-to-Use Reporting Structure
This fictitious report demonstrates detail, not a reproduced defect or a real ticket to submit unchanged:
Subject: Two demonstration date conversions fail in COC import checks
Time: 2026-10-16 10:20, UTC+08:00
Product: COC V11; full build in redacted About image
Environment: Windows x64, isolated SQLite demonstration, JSON source
Entry: Import > Select File > Read Settings > Field Mapping > Check Preview
Steps:
1. Open the test layout and verify test-database reads.
2. Read 10 fictitious JSON people.
3. Map EmployeeNo to identifier and ValidUntil to a date field.
4. Run checks: 8 pass, 2 date-conversion errors.
Expected: all dates follow the agreed year-month-day convention.
Actual: 2 fail; exact messages retained; Execute Import was not clicked.
Impact: only this file's two rows; production database not involved.
Checked: no blank/duplicate IDs; original/redacted files kept; driver unchanged.
Task state: checks only, no writes, printing, or encoding.
Request: identify differences between these values and target requirements.
Materials: redacted sample, mappings, full message; no people/secrets/license.
Without isolation, do not reproduce in production just to complete a report; state that execution was stopped/not repeated. Add later observations with timestamps to the original case instead of contradictory duplicate submissions.
8.5.4 Attachments and Safe Transfer
The current feedback window is principally text-based; do not assume automatic screenshot/log/layout/database upload. List available evidence and agree an official attachment channel.
| Material | Keep | Remove/replace |
|---|---|---|
| Screenshot | Full message, stage, time, necessary settings | People, IDs, emails, hosts, credentials. |
| Exchange sample | Types, boundaries, failure-triggering structure | Real values/photos while preserving relevant format. |
| SQL/settings | Necessary relations/types/conditions | Passwords/tokens/private connections/unrelated data. |
| Logs/events | Interval, modules, exceptions, steps | Private paths/content/sensitive parameters. |
| Layout/report | Minimal explanatory copy | Internal connections/policies/interfaces/unneeded resources. |
Redaction is more than covering a displayed name. Have administrators prepare and retest isolated copies where necessary, not whole installations/production databases. License/request/chip keys are not routine attachments. Verify recipient/purpose and minimize sensitive licensing submissions through official controlled channels, never public forums or links.
8.5.5 Submission, Tracking, and Acceptance
Send once and wait for status. Record the reference/time when submission is confirmed. A simultaneous unregistered-email note does not automatically mean failure. Timeouts can leave receipt uncertain; preserve the message/time and confirm before repeated clicks/new tickets. Unconfigured services require the provider, not local credential edits.
Test remedies with backup/isolation, record actions/steps/readback/physical outcomes and unverified items, then obtain business approval before resuming. Connectivity, a main window, or an OS test page proves only that layer. Verify people/photos/rights/card/chip results and no duplicate additions/output. Keep the reference, final remedy, and acceptance record.