Transcelestial Ticket Support Guide

TABLE OF CONTENTS

• Transcelestial Ticket Support Guide
• Overview
• Transcelestial Ticketing System
  • When to raise a ticket?
  • Access the Support  Portal
  • Navigate to the Support Portal
  • Create a New Ticket
    • Option 1: Contact Transcelestial Support
    • Option 2: Check Your Warranty Status
    • Option 3: Submit a Return Material Authorization Request
    • Option 4: Provide Feedback on Transcelestial
  • Managing your tickets
  • Respond to Ticket Updates
  • Close Resolved Tickets
  • Need Further Assistance?

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:

1. Contact Transcelestial support if you run into any issues

2. Contact Transcelestial support to inquire on device warranty

3. To submit a Return Material Authorization (RMA) request

4. 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.