The procedure for contacting technical support [Документация VAS Experts]
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    en:dpi:techsupport_info:reglament4support [2018/07/16 20:14] – created kvazikraven:dpi:techsupport_info:reglament4support [2024/09/26 15:29] (current) – external edit 127.0.0.1
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     ====== The procedure for contacting technical support ====== ====== The procedure for contacting technical support ======
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    -:!: IMPORTANT: When contacting technical support, please provide as much information as possible about the system relevant to the problem. A technical support specialist works with many requests at the same time, and is forced allocating some time for analysis of information and if the information is not enough, then the solution to your problem is delayed - by obtaining additional information, waiting for the next moment when the specialist can look at your problem.\\+:!: IMPORTANT: When contacting technical support, please provide as much information as possible about the system relevant to the problem. A technical support specialist works with many requests at the same time, and is forced to analyse information within the limited time and if there is not enough information to do so, then your problem solution will be delayed due to obtaining additional information, waiting for the next moment when the specialist can look at your problem, etc.\\
      
    -При формировании запроса в техническую поддержку, необходимы следующие сведения: +When contacting the technical support the following information is required: 
    -  - Версия DPI +  - DPI version 
    -  - Конфигурация DPI, Утилит или предоставление Удаленного доступа (см ниже) +  - DPI configuration, special utility or providing Remote access (see below) 
    -  - Логи на момент проблемы (/var/log/dpi/*.log, /var/log/messages)+  - Logs at the time the problem occurs (/var/log/dpi/*.log, /var/log/messages)
      
    -:!:ВАЖНО: В технической поддержке для организации удаленного доступа принимается:  +:!: IMPORTANT: To organize remote access  technical support accepts the following: 
    -  - доступ по SSH ([[dpi:faq:first_install:install_remote_start|ограничение по IP]])+  - SSH access ([[en:veos:installation#pre-configuring_veos|IP restriction]])
       - PPTP   - PPTP
       - TeamViewer   - TeamViewer
    -Другой способ доступа не принимается.+Another way of remote access is not available.