Technical Support

To submit a request for expert technical support, the following information must be provided:

• Summary describing the problem or the technical operation for which you need technical support.

• Detailed description in which you must provide all the necessary information to understand the context of the problem or the technical operation.

• Attaching evidence and technical files speeds up diagnosis and avoids unnecessary back-and-forth.

To facilitate a swift and effective response from the Support team, we suggest following this structure when filling in the description field:

• Provide general context. For example: What were you trying to do? In which environment (dev, pre, pro)? Is this an installation, an upgrade, or an error in production? Which component or functionality is involved?

• Describe the situation. For example: What is the observed behaviour? What did you expect to happen? When did it start occurring? Has it worked before? Were there any recent changes?

• Indicate the actions taken. For example: What steps have you already tried? Have you reviewed documentation or logs?

• Impact it produces. For example: How many users are affected? Is it blocking a critical operation?

For a more efficient diagnosis, it is advisable to attach key evidence according to the type of operation:

• In cases of installation or deployment:

  • Configuration files (.yaml, env, docker-compose.yml, etc.)

  • Console screenshots or error messages

  • Architecture diagram (if applicable)

• In cases of version upgrades:

  • Upgrade process logs

  • Previous and new configuration file

  • Version documentation or steps taken

• In cases of technical operation:

  • Logs of the affected microservices (in .log or .txt format)

  • Screenshots of the error or anomalous behaviour

  • Scripts or commands used

  • Partial results or API responses

Once the ticket is created, it will be handled and evaluated by the Anjana Data Support department. The ticket status will show the current state of the request:

• Open: The request has been registered for attention.

• L1: The ticket is being reviewed at support level 1, where configuration verification tests are carried out.

• L2: The ticket is being reviewed at support level 2, where technical checks are carried out.

• L3: The ticket is being reviewed at support level 3, in which case it will be handled by the Product or DevOps team as appropriate.

• Waiting for customer response: The ticket is awaiting further information, evidence, or assessments from the customer.

• Cancelled: The ticket is cancelled as it does not constitute a support request.

• Closed: The ticket is closed for the corresponding reasons (cannot be reproduced, no longer necessary, etc.)