Raising Support Tickets

This quick guide provides an overview of our support service and to help you understand how to get the most benefit from it.

Contacting Support

You can email new support requests to support@1streetworks.com

Emails to this address are handled as follows:

A new support case is created and assigned to a member of the Customer Success team.
You will receive an automatic email notification confirming the cases details, case number and a unique tracking reference. Including this tracking reference in all subsequent emails will ensure the details are automatically logged to the case.

When logging a support case please supply as much information as possible, including:

Your preferred contact details.
The web address (“URL”) by which you are accessing 1Streetworks.
The browser you are using, including version.
Any error messages, screenshots, PDF outputs, and, where applicable, the web address (“URL”) of a plan.
Confirmation of the steps performed leading up to the problem, whether or not the problem is repeatable, and if the problem occurs on a single or multiple devices and/or browsers.
To help us to assign a priority, please provide details of the operational impact.

Setting an appropriate case priority ensures 1Spatial Support Engineers and Managers understand the severity of the case to you and your business.

Priority	Description
P1 – Critical	The reported error has caused major services to become unavailable, resulting in loss of data, or stopping production.
P2 – High	The reported error results from software failure causing partial loss of major services but there is no loss or corruption of data.
P3 – Medium	The reported error results from apparent failure of certain functions within the software but is not causing an immediate problem to the customer.
P4 – Low	Standard operational assistance is required, or unexpected behaviour has been observed during use of the software.

Status indicates the progress of the case.

Status	Description
New	The case status will be set to New until a Support Engineer has been assigned to the case.
Acknowledged	The case status will be set to Acknowledged once a Support Engineer has been assigned to the case.
Open	The case status will be set to Open once a Support Engineer has begun reviewing/investigating the reported issue.
Awaiting Customer	The case status is set to Awaiting Customer if additional information is requested to assist diagnosis of the issue, and when the Support Engineer is awaiting acceptance of an offered solution.
With Development	Where an issue has been determined to be a defect or software improvement request, a record will be opened in our internal issue tracking system.
Closed	A case is set to Closed either when the Support Engineer has provided the customer with an acceptable resolution.

To help define the problem, a case reason should be assigned based on the type of issue you are experiencing.

Reason	Description
Software Query	General software support queries.
Performance Issue	Issues relating to software performance.
Defect	Where an issue has been determined to be a defect, a record will be opened in our internal issue tracking system.
Improvement	Where an issue has been raised and it is confirmed that the software is working as designed, at the customer’s request we can open an improvement in our internal issue tracking system.
Documentation	Standard documentation queries.
License Request	Software licence requests or to request a new user be allowed access to 1Streetworks.
Shipment Request	Software shipment requests. This is not directly relevant to 1Streetworks because it is accessed as a service via the Internet.