How are issues escalated to Revvity support

If you would like to escalate an issue to Revvity support, the following steps should be performed: 

1. If the issue is reported by user, work with the user to reproduce the problem in any other environment other than Production.
2. Generate client, server, error log files.
3. Troubleshoot the problem from your side. Created KB articles may help with this task: Link

4. If a solution was not found after the troubleshooting, share the steps to reproduce the problem with the Revvity team via signals.support@revvity.com email in the following format:

Steps to reproduce the problem: 

1. 1. Login as an User in [E-Notebook exact version];
   2. Create an [name] Experiment manually;
   3. Add a [name] section;
   4. and etc;

          User’s description of the problem: [a description from the user]

Result: [describe the result] and add a picture of the error, attach generated client, server, error log files, .xml of the collection from Prod.

How many users are affected: [a number of affected users]

Expected Result: [describe expected result]

Describe what was done so far to investigate the problem and established a work process in E-Notebook.