Support
Introduction to Cascade Server Support Options
As part of our support process, we at Hannon Hill provide each organization with 2 technical contacts that serve as intermediaries between end-users of Cascade Server at your organization and the Hannon Hill support team. These two contacts are able to create support requests via email and have the necessary contact information to get in touch with our support team directly via phone. However, we realize that the thousands of end-users out there using Cascade also need a means by which to provide us with feedback and input. Therefore, we maintain an active user forum located at http://help.hannonhill.com where users can start discussions and post questions concerning the application.
Support
Support refers to our in-house product support team that works directly with your organization's two technical contacts when a product issue arises. Your two technical contacts are responsible for handling internal support services within your organization and then channeling any potential software problems to our support team. These contacts are able to report bugs via email and can begin a direct dialogue with our support team to make sure their concerns are addressed. Support can also be contacted (by these two contacts) via phone from 9am-5pm each day. Hannon Hill Support will cover problems originating with the software itself and will not cover issues deemed to be caused by user error or by other applications. Technical contacts can expect a response on all support requests within one (1) business day.
The Cascade Server Client Community Site is another, less-formal outlet for support found at http://help.hannonhill.com. The forum is open to every user at an organization (not just two technical contacts) and is a customer-driven, open environment for Cascade users and prospects to interact with one another to share ideas and get questions answered. Our support team often visits the forum and answers questions. However, because there is no guarantee as to when and how often our support team will be able to answer forum questions, if at any time your organization has a pressing support issue that needs to be remedied immediately, the two primary contacts of your organization should contact support directly.What are my Support resources & options?
Feedback refers to a one-way communication link that we have established for end-users to share their thoughts and concerns with the Hannon Hill team. If you ever have interest in a certain topic that you think needs more documentation, let us know via our feedback form. Likewise, if you want to let us know your opinion on our Knowledge Base, send us feedback! We will not be able to respond to every comment made via the feedback form; however, we can guarantee to you that every feedback form will be read and considered. We are always looking for new ways to better our product and its resources, and getting your feedback is essential in achieving this goal.
Knowledge Base
KB
With the release of our new Cascade Server Knowledge Base, we have aimed to provide you with the most thorough CMS documentation in the industry. Before you move onto other support options, we suggest you try finding what you’re looking for on the Knowledge Base in one of three ways:
- Try searching for the keyword, phrase, or variation thereof that you’re looking for. We’ve improved our search functionality tremendously, and with all the content organized by concept, finding what you’re looking for via the search should be very simple.
- Try navigating to the Site Index and finding the concept you’re looking for. Each concept title is an active link and clicking it will take you directly to the full concept page.
- Take a look at our Glossary! The glossary will display each concept title and its definition displayed inline. Again, the concept title is an active link, so if the definition isn’t quite what you’re looking for, you can visit each individual page right from the Glossary.
Contacting Technical Support
Contacting Support Directly:
The technical contacts from each organization can reach our Support team via telephone or email for any questions that can not be addressed through JIRA or our Knowledge Base.
Support is available Monday-Friday from 9am-5pm ET.