Best Practices for Opening a Case

When opening a new support case, follow the best practices below to help the support team find solutions efficiently.

Provide detailed information

Enter a detailed text description, preferably with attachments such as images and video of your issue. You can inform:

• When the issue started.

• In which Meridian client the issue occurs.

• The affected users, including patterns, such as if all affected users belong to the same group or if only one user is impacted.

• Error messages received, along with a step-by-step description of the actions to reproduce the error.

• Any recent changes made to the system configuration.

Performance issues

In addition to the detailed information, if you report a performance issue, inform:

• Which operations are slow.

• When the slowness occurs.

• The amount of time each of these operations takes and the amount they used to take before.

• Any recent changes made to the system or your environment.

• If users use VPN or Site Cache.

• If users access the system externally.

• If there are other parts of the company that use Meridian, and if so, whether they are having the same issues.

Network and connectivity

You also need to test your network and connectivity:

• If the issue affects a single user or users in the same location, ask your company’s IT department to check the network.

• If you're using a VPN, proxy, or any other network layer, test if the system works without it. If the system works without the network layer, ask your company's IT department to check the network layer.