Whenever your team has a question about the functionality or behavior of one of Jahia’s products or needs to report an issue (whether it is a bug, an integration issue, an environment issue, or any other product issue), you should open a support ticket.

The support team can assist with requests of the following nature:

• Issues with code (or questions about) that you have developed in the scope of your project.
  Examples might include: questions about code that doesn’t work as expected; questions about best practices; or requests for coding examples.
   
• Issues with product features (or questions about).
  Examples might include: questions about a feature that is not working correctly; a request for more information about a feature that is not completely understood
   
• Bugs (software defects).
  Examples might include: a full description of the problem encountered along with steps for reproducing the problem (if possible), and any appropriate error logs.
   
• Question(s) related to product configuration and/or tuning.
  Examples might include: requests for information about memory allocation; caching configuration; or cluster configuration.  
   
• Issues related to the stability or performance of your application.
  Examples might include: requests for information/insight regarding delays in page responsiveness

To better understand to what is included in your subscription, please refer to our Maintenance and Support policy.

When opening a support ticket, the following information can be useful to the support team to troubleshoot the issue :

• Clear description of the issue
• Exact version of the product used
• Frequency of the occurrence (was it just once or does it happen on a regular basis)
• Whenever possible, a scenario that leads to the issue in your environment and/or on an out-of-the-box setup of the product. Also it is useful to know if the issue occurs only on one environment (production for instance) or if it can be reproduced on other environments too (Pre-production, development environment)
• Logs from the application from when the issue occurred. Please note in the description the time of day when the issue occurred (whenever possible).
• When the issue is related to performance or responsiveness of the product, a series of thread dumps taken while the issue is occurring can also provide much detail on what is happening and also why it happens.

The support team will respond to the ticket in accordance with the terms of your Service Level Agreement (SLA). 

Once a suggested resolution has been made by a support engineer (or more information has been requested to help resolve the problem) you will receive a notification of the response and the ticket status will be changed to “Waiting for Customer Feedback”. Tickets will remain in this state until either:

• You provide an answer to the question asked by the support engineer (if appropriate)
• You answer that the provided response has resolved the issue to your satisfaction
• You choose to close the issue yourself (once it has been resolved)

As noted above, once an issue has been resolved to your satisfaction, you can either note this in the ticket and request that the issue be closed, or you can close the issue.

If a Jahia product’s source code has to be altered (and patch/hotfix delivered) in order to resolve an issue, it’s a bug (and getting it fixed will not affect your available pool of Online Technical Assistance hours). All other issues will require the use of your available pool of Online Technical Assistance hours for resolution.

A bugfix request will then be opened internally and will be handled either directly by the support team (for straightforward issues or when bugfix has a limited and defined scope) or by the R&D team (when the issue is more complex and/or can impact either the overall stability or the performance of the product). Once a bug fix has been issued, it will go through our complete QA process (code review, validation and testing) and will be delivered as part of the next scheduled hotfix. The support ticket created to report the bug will be updated when the hotfix is released. See “Where can I find the latest Stable Releases and Hotfixes” to find: where the hotfix can be downloaded; the procedure to apply the hotfix; and the changelog.

Typically, fixes for reported issues are made available to customers when the next scheduled hotfix is released. There are extenuating circumstances where we may release a patch to a customer prior to the release of the next hotfix.

• If the customer’s project is live and the issue is truly critical or blocker (as determined by the Jahia support team on a case-by-case basis)
• If the customer’s project is in development and the issue prevents them from making forward progress with development.

If you feel that your situation falls under one of the above scenarios, please bring it to the attention of the support team and or your Customer Success Manager in order to initiate discussions regarding receiving a patch.

The details can be found in our Maintenance and Support Policy.

To request new license keys for any environment (production, staging, developer), please open a new support ticket and specify:

• The name of the product for which you are requesting the licenses
• The full version number of the product you are currently running
• The environment type (production, staging, developer)
• The IP addresses of the machines that the JVMs will run on
• If you require a simple renewal of an existing license key, the fastest way is to attach to the support ticket so that we get all the required information right from the key.