Case Follow-up

Once an IP-Trade Support case has been opened and the needed information provided, we will analyse it before coming back to you with one of the following:

•Configuration change to adapt the system behaviour to your need

•System upgrade/patch to fix a bug

•Request for more informations – traces – logs

If a configuration change is done on the infrastructure or on the IPTrade solution, provide again all requested traces/dumps/logs.

If we request additional traces/dumps/logs, you must provide again freshly/simultaneously rebuild other traces/dumps/logs.

A good example is SIP stack trace: When it is requested, wireshark traces and other logs/dump must be provided again in order to match SIP stack trace information with corresponding information in the wireshark trace for instance.

Our R&D will not be able to properly analyse the issue if you don’t provide simultaneous traces/dump and in that case will request a new set of traces.