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How to open an FSLogix Support Request RRS feed

  • General discussion

    • How to open an FSLogix Support Request:

      • To open a New Microsoft support ticket for FSLogix go to: New Microsoft Support Ticket
        • Please Note: If you have any difficulty creating support tickets with the new FSLogix Support experience you can create a support ticket with this link too: New Microsoft Support Ticket (Backup Method)
        • You may be prompted to enter a Microsoft Account/MSA to open a ticket. Your MSA can be an Outlook/Hotmail account, or any email linked to a Microsoft account at: https://account.microsoft.com/account (If you don't have an MSA, you can create one with the link from the sign in page before creating a ticket).

       

      FSLogix Support SLA:

      • FSLogix support is not fully integrated into the regular Microsoft support work flows yet after its recent acquisition and currently only offers support in global English with daily e-mail responses (or call backs) as needed. We have a goal of meeting standard Microsoft SLAs for confirmed service down issues, but for all other issue types we are still working to the FSLogix SLA. Thanks for your patience!

       

       FSLogix Support Boundary:

      • Support is only available for the current release of FSLogix.
        •  FSLogix is only supported for use with versions of Windows and Office that are still included in the Microsoft Support Lifecycle.  
      • If the source of an issue cannot be identified in the logs captured by the FSLogix support tool, or in a memory dump, then FSLogix support will need instructions to reproduce the issue from a clean installation of Windows. Otherwise, FSLogix support will not be able to assist in troubleshooting the scenario.
        • In cases where a VM crashes or deadlocks (with or without a BSOD) or the FSLogix App crashes, FSLogix support will troubleshoot from a memory dump even if the issue cannot be reproduced.
        • Due to the quantity of environmental variables which can be present in different configurations, FSLogix support can usually only assist with issues that can be reproduced by following step-by-step instructions starting from a freshly installed VM, indicating all programs to install and all settings to configure in Windows, FSLogix, and third-party applications.
        • FSLogix tracks emerging issues with third-party products that are suspected to cause compatibility issues with FSLogix, but until the issues can be reproduced, these issues cannot be resolved by updates to FSLogix.
      • FSLogix technical support will assist with break fix issues at any stage in the life cycle.
        • However, you will need to contact the FSLogix Sales Team at: <sales@fslogix.com> to contract a third party Service or Partner engagement for everything else: POC, deployment, onboarding, or migration projects, architecture reviews, demo walkthroughs, etc.







    Monday, July 1, 2019 4:57 PM
    Owner

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