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Customer Support

Customer Support

Overview

Contact Riedel Customer Success through the Customer Portal on my.riedel.net to report an issue, request a feature, or ask for workflow guidance.

Warning

For cluster faults, contact Riedel Customer Success before infrastructure intervention. Cluster failures and recovery actions can affect system availability, database integrity, and stored data. Infrastructure recovery requires specialist guidance.

Prerequisites

  • Access to the Customer Portal on my.riedel.net.

  • For Backup and log collection, an account with Backup admin and Logging access. Ask an administrator to collect these files if your account lacks the required roles.

Request Details

Include the Serial Number or Installation ID and hi version with every request. Add the following details for your request type.

Report an Issue

  • Identify the affected Node, Port, user account, device, or server.

  • Describe what you expected and what happened. Include the complete displayed message and a screenshot where useful.

  • Explain the impact on operations, including which workflows remain available.

  • Record the event time and time zone, and when the affected workflow last worked.

  • List recent configuration, network, certificate, firmware, or software changes.

  • List the checks already performed and their results.

Request a Feature

  • Describe the workflow you want to achieve.

  • Explain the current limitation and any workaround you use.

  • Describe the result you need and how it would help your operations.

  • Identify the relevant devices, integrations, and hi components.

Ask for Workflow Guidance

  • Describe your goal and where you need help.

  • List the steps already attempted and their results.

  • Identify the relevant devices, settings, and user roles. Include displayed messages or screenshots where useful.

Procedure

When you report an issue, include a Backup and log export. For failures, collect them at the time of failure or as soon as possible afterward, before making changes.

  1. Prepare the details for your request using the relevant checklist above.

  2. Create and download a separate Backup using Back Up and Restore a System. Retain the .hi-backup file unchanged.

  3. Collect and download logs. Choose the required source and a Seq time range that includes the failure; its default range covers only the last hour. Retain the log export unchanged.

  4. Record the Serial Number or Installation ID and the collection time, including the time zone, for each file.

  5. Sign in to the Customer Portal on my.riedel.net and submit your request to Riedel Customer Success. Include the request details, Backup, and log export.

Information

If a fault prevents file collection, submit the request promptly. Describe the failed action or displayed message and ask for help collecting the missing files. Do not delay reporting a critical fault or intervene in the infrastructure to obtain them.

Verify the Result

Confirm that the request appears in the Customer Portal with the details and attachments you submitted.

Next Steps

Use the Customer Portal to follow up on your request and provide additional information requested by Riedel Customer Success. Follow their guidance before attempting infrastructure recovery. A feature request does not establish a delivery commitment.

For cluster faults, see A Multi-Server Installation Reports a Server or Service Fault.