Support
Support Management
The support function consists of a group of developers and technicians surveying incoming inquires. Approaches regarding support must be directed to support@yawah.com.
Depending on the character of the task our general policy is that all tasks must be completed within 24 hours.
Support is open Monday-Friday 9:00 a.m. to 5:00 p.m. (GMT + 1))
Voice messages are forwarded immediately at all times.
Phone: +45 7026 2515
When to contact support
Your first-line support is always your YaWah dealer, unless you have bought directly from YaWah.
However, if it is not possible for your dealer to answer your support question, your dealer will contact YaWah.
Use our knowledge base for how-to's and troubleshooting.
How to contact support
Write to support@yawah.com
We recommend you to use this checklist below to determine which information that might be useful in solving a specific task. The list should only be considered as a guideline and we don’t expect that you use unnecessary time on gathering all these information if it its obvious that we are dealing with a simple problem.
System identification:
- Who is the customer
- Which eRez Server is used
- Screendump of the eRez Management Console > Server Status page
- Log files (e.g. TOMCAT_HOME/logs/erez_daily.log)
- URL to server (if visible to the Internet)
- Login og password
- PDF files if there are problems with PDFs
Error description:
- Is it possible to recreate the error and how
- When did the error occur
- Frequency
What does YaWah support?
We support everything that directly relates to our products and partial other relating products such as webservers and operating systems: Tomcat, Windows Services, Linux, Mac OS etc.
We preserve the right to refuse certain support tasks if we estimate they are out of eRez and FSI Viewer scope. This could be special network setups, other less known http- and web servers etc, or if there has been made special customizations to eRez that makes a normal fault localization/correction difficult.
