Technical Support Requests

If you hold a WorkBook licensing agreement with Tangram, we will provide technical support to nominated members of your team. Support tickets are managed though our support portal and our team of WorkBook experts monitor and respond to tickets in your timezone.

Our extensive WorkBook Knowledge Base is also available to your entire team (no log-in required) and has hundreds of step-by-step guides, how-to articles and module overviews.

This article covers creating a support account, submitting and managing requests and accessing the Knowledge Base.

Please check with your WorkBook system administrator that you have a licensing agreement with Tangram before signing up to the support portal.

ON THIS PAGE YOU WILL FIND:

TECHNICAL SUPPORT

Technical support is included in your WorkBook licensing agreement with Tangram, this includes:

The reporting of technical issues including system bugs, errors and system outages.
Basic system Q&A (based on a fair use policy).
Pus, standard requests for system upgrades or additional licenses.

You can also log requests for Consulting and Product Demos via the support portal, and one of the team will be in touch to chat through your requirements.

Standard response times are based on severity of the request type:

CREATE A SUPPORT LOGIN

To log a support ticket, you must have an account in Tangram’s support portal.

Go to: https://technology.bytangram.com and click ‘create account’

Enter your email address and click ‘Next’

Once you’ve entered your email address, we’ll send you an email to complete your sign up.

Click the ‘Sign up’ button in the email

Please check your junk if you don’t see it in your inbox.

And you will be prompted to complete your Full Name and enter a Password. Click ‘sign-up' to create your account.

LOG INTO THE PORTAL

Go to: https://technology.bytangram.com/
Click ‘log in’ in the top right corner and enter your email address and password to continue

SUBMIT A SUPPORT TICKET

From the home page click on ‘Contact Support’

Choose the request type:
- Support
  - Submit technical support requests including bugs, errors and system outages. As well as basic Q&A or requests for system upgrades.
- Licenses & Billing
  - Request additional licenses or ask billing questions.
- Request a Consultation
  - Submit a request for consulting, process or configuration advice.
- Request a Product Demo
  - Request a demo to learn more about the products Tangram resells, implements and supports.

For Support requests you will be asked to complete a number of fields. See table below with instructions. The more detailed the information you provide the better, and always provide a full screenshot where possible as this helps us diagnose the issue quicker.

No.	FIELD * Indicates required	INFORMATION REQUIRED
1	Raise this request on behalf of*	This will automatically populate with your email address. You can change this if the request is for someone else.
2	Summarize your issue*	Make sure you use keywords related to your support question.
3	Suggested articles	Here you’ll see a list of Knowledge Base articles related to the keywords in your summary. These may answer your question so please check the list.
4	Priority*	Low = 3 days response time Basic system Q&A (based on fair use policy) Medium = 12 hours response time Elevated bugs or issues, i.e. errors occurring but I have a workaround and can still do my job High = 4 hours response time Critical bugs or issues, i.e. major errors that are preventing me from doing my job Highest = 1 hour response time Mission Critical, i.e. System outage
5	Give us more details*	Explain your issue Copy and paste full page screenshots (a lot of information can be gained from us seeing the full page) Tell us what you’ve tried What module are you in? (Jobs, Scheduling etc.) Have you tried clearing your cache? Is anyone else experiencing the same issue?
6	Environment	Is this your production site or UAT? What browser are you using?
7	Attachments	Copy and paste in the detail box OR upload screenshots here. (Please make sure they are full screenshots)
8	Which product is this for?	Select from the dropdown box
9	Send	Make sure you check your details before submitting

VIEW AND MANAGE OPEN TICKETS

To view and manage tickets raised by team members in your organisation, click n ‘View open tickets’ from the homepage.

Update the filters according to your criteria and click on a ticket to view the latest update.

ACCESS THE KNOWLEDGE BASE

Anyone from your organisation can access and read the extensive library of knowledge base articles without a login. Simply go to Tangram Support (bytangram.com) and

Use the search field to look for relevant articles by topic

OR, click on ‘Browse Knowledge Bases’ to see the full list of articles available.