Transcelestial Ticket Support Guide
TABLE OF CONTENTS
- Transcelestial Ticket Support Guide
- Overview
- Transcelestial Ticketing System
Overview
This support guide offers details on “How to raise a troubleshooting ticket” and how to access the Transcelestial Support Portal.
Below is a snapshot of the different support we provide based on the levels
Transcelestial offers their support to the end users if L3 tickets are raised please refer to the
troubleshooting steps to be performed on L1 and L2 tickets before the L3 tickets are raised to the Transcelestial team.
This table shows the actions to be performed by the end user based on the different support levels.
It is advisable to raise the tickets on our Support Portal if L3 support is required, please also attach all
the troubleshooting steps conducted in L1 and L2 investigation for better context while raising L3 tickets.
Transcelestial Ticketing System
When to raise a ticket?
Transcelestial uses support system to raise a ticket, these tickets can be raised if you face the following:
Contact Transcelestial support if you run into any issues
Contact Transcelestial support to inquire on device warranty
To submit a Return Material Authorization (RMA) request
Contact Transcelestial for feedback
Access the Support Portal
Open your web browser and go to Transcelestial Support Portal.
You may login using credentials or create an account
Or you may Click on “Submit a Ticket” for urgent requests (account can be created later)
Navigate to the Support Portal
Once logged in, click on the "Support" tab or navigate to the "Submit a Ticket" section.
Create a New Ticket
Once logged in, click on the "Support" tab or navigate to the "Submit a Ticket" section.
Fill in the required information:
Ticket Requester: Includes the requester’s email address and name
Company Name: To include which company the ticket is being raised for
Subject : To include in this format <Link Name> <Issue Name>
Support Type: To select from the 4 options below
Option 1: Contact Transcelestial Support
Product Type: Select from the dropdown
Issue Type: To indicate the category of issues being faced
Severity Level: To choose from the following:
SEV 1: HIGHLY CRITICAL - Significant outage of service.
E.g. when a link in production is down and service is affected.
SEV 2: MAJOR CONCERN - Periodic outage of service.
E.g. when a link has intermittent performance issues.
SEV 3: MINOR CONCERN or SERVICE REQUEST - No outage of service.
E.g when there is a request to update the monitoring dashboard.
SEV 4: GENERAL ENQUIRY or FEEDBACK - All other items .
E.g. when you have feedback for Transcelestial on how we can improve.
Indicate the device serial number which have been affected by the issue
To indicate if the device is accessible via Public Internet
Provide the date that the issue first occurred
Detailed description of incident : Include all the details you are facing
Troubleshooting steps: Indicate the steps like power scans performed etc.
Submit the form
Option 2: Check Your Warranty Status
Purchase Order(PO) Number: Include the (PO) number for reference
Choose the product type you are checking for warranty
Indicate the serial number for the device the warranty is being requested for
Submit the form
Option 3: Submit a Return Material Authorization Request
Product Type: Select from the dropdown
Issue Type: To indicate the category of issues being faced
Indicate the device serial number which have been affected by the issue
Provide the date that the issue first occurred
Detailed description of incident : Include all the details you are facing
Troubleshooting steps: Indicate the steps like power scans performed etc.
Submit the form
Option 4: Provide Feedback on Transcelestial
Include the product the feedback is being submitted for
Indicate the feedback that you would like to provide to the Transcelestial team
Managing your tickets
Navigate to the "Tickets" section to view the status of your submitted tickets.
Tickets may be marked as "Open," "Pending,", “Being processed” or "Resolved."
Open : The ticket has been submitted
Pending: The ticket is waiting to be assigned to be worked on
Being Processed : The ticket is being worked on and our support team is reviewing it
Resolved: The ticket has been resolved and will be automatically closed in 24 hours
Closed: The ticket has been closed
Respond to Ticket Updates
If our support team provides updates or requests more information, you will receive an email notification.
Reply directly to the email, and your response will be added to the ticket.
Close Resolved Tickets
Once an issue is resolved, you will receive a notification.
Confirm the resolution and close the ticket if you are satisfied.
Need Further Assistance?
`If you encounter any difficulties or have additional questions, please contact:
Commercial discussions: sales@transcelestial.com or your sales representative
Portal support: Transcelestial Support Portal (Primary) Or support@transcelestial.com( Secondary)
Thank you for choosing Transcelestial. We appreciate your cooperation in using Support Portal for a more efficient experience.
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