Issue

Regardless of the application being used, the user has encountered a bug, error, or requires assistance in producing the intended result of their solution.

After reviewing the requisite resources mentioned in the Product Support Process article, it has been determined that a ticket must be opened with Varigence Support.

Resolution

Contact Varigence Support by emailing [email protected] to bring an issue to our attention, help Support diagnose the issue, and receive a meaningful resolution.

Users will receive an automatic response with a unique Case Number associated with their case. This email will be the main channel of communication for Support and the user. It is common for users to have multiple, active, support tickets. Please refrain from opening a single ticket with multiple support issues.

When describing the issue, the more details provided will only benefit Support in diagnosing the issue quicker. Please include:

• A short summary of the issue
• The product being used (BimlExpress, BimlStudio, or BimlFlex) and its version
• A description of the issue, including any error messages
• Any meaningful attachments, such as code snippets, images of error dialogs, or the metadata itself

Should it be determined that the issue is resolved or the case is no longer needed, reply to the case email thread and Support will close the case.

Assisting Support

Providing relevant metadata for the project being worked on will always be of benefit to the Varigence Support team. Please reference Extracting Metadata to Provide to Support to ensure that we have everything we need to recreate your environment in order to more quickly provide the needed support.

Response Times

Resolution for issues could range from something as simple as correcting a syntax error, to something as complex as having to submit a bug request to be fix in a future patch for the application. Resolution is not always swift when it comes to processes as complex as data warehousing automation.

Support Availability

Please remember that support is prioritized for those users who have subscriptions where support is included, or for users who have actively maintained a contract for Support, Maintenance, and Upgrades (SMU). BimlExpress is a free offering, and as such, direct support cannot be offered or guaranteed for customers who only utilize BimlExpress or BimlStudio without an active SMU contract.