Support

If you encounter issues or have questions about TrueFidelity, use the support resources below. Tailor the contact information to your organization’s support model.

Self-Service Resources

• User Guide: The documentation you’re reading now.
• Release Notes: Review changes, known issues, and upgrade instructions.
• Knowledge Base: Internal articles or FAQs curated by your team.
• Training Sessions: Recorded or live workshops covering workflows.

Gather Information Before Contacting Support

1. Application version (Help → About).
2. Operating system and hardware specs.
3. Steps to reproduce the issue (screenshots or screen recordings help).
4. Project files, sanitized logs, or sample data demonstrating the problem.
5. Diagnostic logs (Help → Show Logs → compress folder).
6. Injection profiles or export settings if relevant.

Escalation Path

1. Team Champion / Power User – First-line support within your group.
2. Internal IT or Tooling Team – Handles installation, licensing, or infrastructure questions.
3. Vendor Support (if contracted) – For product defects or feature requests beyond internal scope.

Document each escalation with ticket numbers or references for traceability.

Contact Channels

Customize as needed:

• Email: support@example.com
• Support Portal: https://support.example.com/truefidelity
• Chat / Teams Channel: #truefidelity-help
• Emergency Hotline: Use only for critical production-stopping issues.

Response times depend on your SLA; typical targets include:

Priority	Response Time	Example
P1 (Critical)	< 1 hour	Application crash during release testing
P2 (High)	Same business day	Injection failure blocking validation
P3 (Normal)	1–2 business days	Feature questions, usability tips
P4 (Low)	3–5 business days	Documentation or enhancement requests

Ticket Checklist

When submitting a ticket, include:

• Descriptive subject (e.g., “Export queue stalls on MDF4 > 2GB”).
• Environment details (app version, OS, hardware).
• Attach logs and minimal reproduction data.
• Severity assessment and business impact.
• Steps already attempted (settings reset, reinstall, etc.).

Follow-Up

• Update tickets with findings after trying proposed fixes.
• Close resolved tickets to maintain accurate metrics.
• Document solutions in your team’s knowledge base.

Feedback & Feature Requests

• Share suggestions through the support portal or designated product feedback channels.
• Prioritize requests with business justification to aid backlog planning.
• Track feature status via release notes or roadmap updates.

Security & Confidentiality

• Remove sensitive data from logs before sharing externally.
• Use secure file transfer mechanisms approved by your organization.
• Respect NDA and data privacy policies when escalating to vendors.

Related Resources

• Troubleshooting – Quick solutions for common problems.
• Privacy & Data Handling – Guidelines for safe sharing of logs and exports.
• Release Channels & Updates – Stay informed about new builds and patches.