ZIQY Support - When and how to use it?

When should you contact ZIQY Support? ZIQY provides you with all the tools necessary for the success of your project. To this end, we regularly update our knowledge base to best reflect your needs. When you have a question or a problem, we invite you to consult the information available on the Circle help platform. A search bar allows you to search for articles by keywords. Feel free to post comments under the training articles to get further clarification if needed — our team will respond as soon as possible. If the answers you are looking for are not available on Circle, our support staff are available to assist you on the support portal. Please note:

• Support answers your questions and requests Monday to Friday from 9am to 5:30pm.
• Support is not an online chat service.
• Your tickets are handled within 24 to 48 business hours. Requests concerning blocking and urgent issues are handled immediately.

For what reasons should you contact ZIQY Support? If you are facing an urgent and blocking issue:

• Payment or direct debit problems.
• Display issues directly impacting order processing.
• Site inaccessibility.

If you encounter a bug:

• A system component not responding.
• Abnormal operation of a component.

If you have a specific request:

• Visual or text modifications.
• Design modifications.
• Data modifications.
• Modifications to database elements.
• Corrections to be made following misuse of our tools.
• Corrections to be made following an action taken by you in the back-office.
• Feature enhancement requests.
• Requests for additional support on the execution of features available in the back-office.
• We draw your attention to the fact that these requests may incur maintenance fees.

For your specific requests to be processed, you must purchase a maintenance credit. This maintenance credit is sold in the form of minute packs. The minutes purchased will be added to your maintenance account.

What you should know before using the ZIQY Support platform Open tickets change status depending on how they are being handled. Tickets on which a response has been provided are closed after 3 days without a reply from you. If you wish to provide feedback on the handling of one of your tickets, do not open a new ticket. Feedback must be given on the original ticket (unless otherwise indicated by support).

A few basic rules to ensure your tickets are handled as quickly as possible

• Post one request per ticket. Tickets consisting of multiple requests on different topics cannot be processed.
• State your question or request as clearly as possible.
• If your issue concerns a customer, a rental, a product, etc., it is essential that the customer's email, the product ID, order ID, rental ID, or subscription ID be provided so that the ticket can be processed.
• If you encounter an error on your site, you must attach a screenshot of the error message displayed.
• When attaching a screenshot: it must include the entire page, including the page URL.
• If you think payment is not working on your site: we do not place orders on production sites. If you think payment is not working, you must attempt to place an order on your site. If you encounter an error, open a ticket attaching a screenshot of the error displayed, the customer account used, the product added to the cart, and the browser on which you performed the test.
• When opening a ticket, make sure to be exhaustive. Additional messages added after the ticket is opened may not be taken into account by the technical teams.

The support usage conditions listed above have been put in place to ensure the monitoring of your case by the ZIQY team and the best possible handling of your requests.

Where can you access ZIQY Support? At the launch of your rental project, you received an invitation from us via the Jira platform. If you accepted the invitation and created your Jira account, you can access ZIQY support via this page, which we recommend adding to your bookmarks: ziqy.atlassian.net Also remember to add the following email address to your contacts so you can receive our messages: jira@ziqy.atlassian.net

How to get help in case of a bug? On the ZIQY Support portal: ziqy.atlassian.net Click on "Report a bug" then:

• Fill in the subject of your request: be as concise and precise as possible (example: "Unable to cancel rental #154")
• Indicate the priority level of your request:
  • P1. Critical = platform inaccessible, security issues;
  • P2. Urgent = a non-critical system component not responding;
  • P3. General = component affecting only one user or non-critical;
  • P4. Non-urgent = minor issues not visible to a user
• Describe the symptoms of your bug: be as concise and precise as possible, provide details point by point, indicate exactly what you did, give specific examples, state which browsers you can replicate the bug on...
• Attach full screenshots (full page including the URL) to support your request

Review your request carefully, and once it is complete, click the "Send" button.

How to get answers when information cannot be found on Circle? First check that a training article on the subject is not already available on the Circle platform: ziqy.circle.so Feel free to reach out to the team on Circle by posting questions under articles if they seem incomplete. If no answer is available on Circle, you can contact ZIQY Support: ziqy.atlassian.net Click on "Technical support" then:

• Fill in the subject of your request: be as concise and precise as possible (example: "How to cancel a rental from the front-end?")
• Indicate the priority level of your request (this option is useful if you have multiple requests to submit; we will respond in order of priority)
• Describe your request: be as concise and precise as possible, provide details point by point, indicate exactly what you have done or wish to do, give specific case examples...
• Attach full screenshots (full page including the URL) to explain your request if necessary

Review your request carefully, and once it is complete, click the "Send" button.

How to make a specific request? Log in to ZIQY Support: ziqy.atlassian.net Click on "Request a new feature or an improvement" then:

• Fill in the subject of your request: be as concise and precise as possible (example: "Add a customer phone number variable to the Payment accepted email")
• Indicate the priority level of your request (this option is useful if you have multiple requests to submit; we will respond in order of priority)
• Describe your request: be as concise and precise as possible, provide details point by point, indicate exactly what you wish to obtain, give specific case examples...
• Attach full screenshots (full page including the URL) to explain your request if necessary

Review your request carefully, and once it is complete, click the "Send" button.