Online knowledge base

Magnitude has an extensive online knowledge base, which is continually updated by all members of the support team. Input comes from Incidents, Training, Engineering and other Agility subject-matter experts. This should be your first port of call if you're experiencing an issue.

Search the knowledge base to find information about a particular issue or error message and you'll be able to resolve it without needing to raise an Incident.

You can access the online knowledge base here:

https://magnitudesoftware.force.com/support/login

Raising issues

If you can't find a resolution to your issue in the knowledge base, you can open an Incident here:

https://magnitudesoftware.force.com/support/login

• Select the Incidents tab to open an incident:
  
• Select the Magnitude product where you are having the issue:
  
• Complete the New Incident form:
  
  It's particularly important to specify the version and build number for each of the parts of your Agility system. You can find this information in each product's Help | About or System Information menu option. Copy this information into your incident every time!
  
• We'll correspond with you via the Incident's comments, so if you can answer a question or have new information, please add a comment to the Incident:
  
• After opening the Incident you can attach files to it. Please upload all relevant log files, screen prints or other files, up to a maximum of 5MB per attachment.
  The Attachments section is at the bottom of the Incident form:
  

Prioritising issues

When you open an Incident we need to know what priority it has. Here are our priority guidelines:

Priority One:

• The Standard Software is unavailable to the Customer. Such unavailability cannot reasonably be tolerated by Customer and the effect on the Customer's business is immediate.

Priority Two:

• A noticeable degradation in the functionality of the Standard Software. And such reduction in the availability of the Standard Software that can, in each case, be tolerated by the Customer.

Priority Three:

• A minor degradation in the functionality of the Standard Software.  And such minor reduction in the availability of the Standard Software that can, in each case, be tolerated by the Customer.

Priority Four:

• An Error that can be tolerated by the Customer and does not have an adverse effect on the Customer's business or the Customer's proposal in respect of enhancements to the Standard Software or other non-Error related communications.

How can Support access my database?

In order to work on your issues, it may be necessary for the Support Team to either view your database or to have a copy of your database.

Remote connection

We use a desktop sharing application to help troubleshoot issues in your environment.

Database dumps

Alternatively, we may request a copy of your database, so we can work on your issue in one of our environments.

• Small database dumps can be uploaded as an attachment to an Incident, via the support community. The current limit on attachments is 15MB.
• Larger dumps can be uploaded to our HTTPS Server:
  ftps://ftps.agilitymultichannel.com  
  Each of our customers has a unique user name and password for our secure HTTPS server. Once we've downloaded your data, we remove it from the site.

Data is kept in accordance with our confidentiality agreements.

Information on software releases

Version information for each of our product's releases is on the support community website. You can see a list of changes in the entry for that build.

A knowledge base entry gives further details of the issues that have been resolved. Your issue may already be resolved in a newer version!