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Technical

RISE provides comprehensive technical support to help you install, configure, and troubleshoot your products. This guide explains the type of support we offer, the information required when raising a ticket, and how our support workflow functions.

Scope of Support​

RISE Technical Support can help you with:​

  • Installation issues

  • System and environment configuration

  • API integration and connectivity problems

  • Runtime errors

  • Debugging application behaviour

  • Patch, version, and release update assistance

If your issue does not fall under the categories above, our team will guide you to the relevant department or resource.

Before You Raise a Ticket​

Providing complete information helps us diagnose your issue quickly.Please include the following details when creating a technical support request:

Required Information

  • Product version

  • Operating System / Environment

  • Error logs

  • Screenshots

  • Steps to reproduce

  • Environment details

tip

Attaching logs and screenshots significantly reduces the time required to resolve your issue.

How to Submit a Ticket​

You can submit a technical support request through any of the following channels

Click on the round blue chat icon and a contact panel will appear with multiple ways to reach us, including:

  • Phone

  • WhatsApp

  • Book a Meeting

  • Submit a Support Form

  • Email

This provides a quick way to connect with the RISE Support team.

Customer contact

Customer contact

  • AI Chat -- Live Support (Robot Icon → "Chat with AI")

Click the robot icon labelled "Chat with AI" on the RISE Website.

Customer contact

Customer contact

From the Live Support window, choose the type of help you need:

  • Customer Support

  • Technical Support

  • Product Support

  • Partner Support

Selecting Technical Support will route you directly to the correct support workflow.

Include all required information to avoid delays.

Support Workflow

Here's how we process your technical request​

  1. You submit a support ticket with full details.

  2. Support reviews the provided logs, environment details, and reproduction steps.

  3. If needed, the team attempts to reproduce the issue using a similar environment.

  4. A fix or workaround is prepared and shared with you.

  5. If the issue requires deeper investigation, it may be internally escalated to engineering.

  6. You validate the solution, confirm resolution, and close the ticket.

Best Practices for Faster Resolution

  • Provide complete logs, not summaries.

  • Mention whether the issue is consistent or intermittent.

  • Include recent changes (updates, new configurations, third-party integrations).

  • Share network or firewall rules if API connectivity is involved.

  • Include configuration files (sanitized if needed).

Security & Privacy

info

RISE follows strict security and privacy guidelines. All logs, configurations, and diagnostic data shared with support are handled securely and used exclusively for troubleshooting.