Getting Help
Getting Help
Start here when something is not working. A few minutes of checking before you contact Computle usually tells you whether the fault is on one workstation, on one network or across the service, and that is the first thing support will ask.
The order to work in
Section titled “The order to work in”-
Check Service Status. The Computle Portal shows the current state at the top of every page. If Computle is reporting an incident, there is nothing to collect: the status page carries the updates.
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Work through Triage an Issue. Find out who and what is affected, try the safe steps, and collect the details support needs.
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Check the known issues. Third-party applications covers faults seen with other vendors’ software on Computle workstations, with the fix for each.
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Contact Computle. If you cannot sign in, ask another Tenant Admin in your organisation to raise the ticket.
Use When Who can A support ticket from the Computle Portal A user or a workstation cannot be used, a question about the service, anything billing-related. Tenant Admins, and people given the Ticket viewer role. A bug report from the Remotle app Something in Remotle behaves wrongly: a message, a picture fault, a device that does not work. The report carries the app’s logs and diagnostics. Anyone signed in to Remotle.
What happens next
Section titled “What happens next”Every ticket and bug report has a reference. You receive an email when it is raised and again whenever Computle replies, and the whole conversation stays in the portal or the app, so you can read back and answer from there. Replies from Computle are marked “Computle”.
Computle also emails your organisation’s support contacts when it raises a ticket itself for a workstation it is recovering, and again when that workstation is back in service. The support contacts are set on the Users page.