How to get support
If you searched the online documentation for answers and still need help, you can log in to your Support account and search our knowledge base articles for a specific issue. If you still cannot find what you are looking for, you can contact support for help.
There are several ways to contact support.
Contact Tempered Support via the Web Portal
- Navigate to https://support.temperednetworks.com.
- Sign in using your support account log in.
- Click the + or New button.
- Fill in the name and contact information.
- Attach the support bundle from the affected devices. See Create a support bundle from the Conductor for more information. For network issues, submit a packet capture.
Contact Tempered Support via email
- Send email to support@tempered.io.
- Attach your support bundle to the email.
Generate a support bundle
Provide the following information when you open a case with Tempered Networks Support:
- A full description of the issue, including the following details:
- The symptoms of the issue, including a brief description of all systems applicable to the configuration.
- The approximate time the issue first occurred.
- The number of times the issue has recurred.
- Include any error output provided by the system.
- The steps to reproduce the issue.
- Any changes you made to the system close to when the issue first occurred.
- Any steps you've taken to resolve the issue.
- If this is a new implementation.
- How many data centers and devices are applicable to the configuration.
- Which devices are affected by the issue.
- A description of the impact the issue is having on your site.
- The hours that you are available to work on the issue, and any alternative contacts that can work on the issue if you are not available.
Packet captures
If the issue involves the network, perform a packet capture while the issue is occurring. Provide this packet capture when you open the case. For more information, see Troubleshoot a HIPswitch by using packet capture.