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Support tickets are for paid users only. We really appreciate users of our free software, and our engineers and other users are on the Inedo Forums and can help you there. If we can't find a paid license, we will likely ask you to post on there, anyways.
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Note: the latest version of BuildMaster is 7.0.17. You may want to check out the release notes page to see if your issue has been fixed in a newer version.
Note: the latest version of ProGet is 5.3.44. You may want to check out the release notes page to see if your issue has been fixed in a newer version.
Note: the latest version of Otter is 3.0.18. You may want to check out the release notes page to see if your issue has been fixed in a newer version.
Which product can we help with?
Other
BuildMaster
ProGet
Otter
What is your email address?
This email address will be the primary means of communication for this ticket. If you would like to track the status of this ticket on MyInedo (or grant others in your organization to it), please log in, or feel free to create a MyInedo account before submission.
What version does this affect?
This can be found in the lower-right of any page in the software.
How can we help? (in brief)
Please describe what you need in brief (few words).
Severity
Blocker - major malfunction affecting business and high number of staff
Critical - serious degradation of application performance, functionality
Major - application issue that has moderate impact to the business
Minor - minor loss of function; other problem with an easy workaround
Trivial - cosmetic problem like misspelled words or misaligned text
Install type
I'm not sure / unknown
Inedo Hub - Used the Inedo Hub to install or upgrade your product
Docker/Linux - Currently running your product using docker, docker compose, kubernetes, or another container based platform
Legacy (Traditional) Installer - Used the legacy traditional installer to install or upgrade your product
Manual - Downloading the manual install files and setup your product using the manual install guide
Are you absolutely sure you want to submit this ticket as a Blocker issue? If you do, then our priority will be finding a workaround for this problem. Sometimes, this will involve downgrading to a functioning version of the software. Only after you have verified that the workaround has satisfied the immediate problem, then we will deprioritize the ticket and proceed with usual diagnostics.
This means that a Blocker ticket may actually take longer to resolve and may require more of your time to solve than a Major issue.
Please use this status carefully.
Are you really sure you want to submit this ticket as a Critical issue? This will be dispatched to our engineers' mobile phones, and our priority will be to resolve this as quickly as possible. In return, we ask for you to be just as available to answer follow-up questions or provide additional diagnostic information, as needed.
This priority should not be used if you're trying to do something new, but if something broke. You may ultimately be asked to downgrade to a functioning version of the software to quickly resolve this.
Critical tickets may require more of your time to solve than a Major issue, as we will focus on speed of response (sometime, hastily typed from mobile phones) over quality of response .
Please use this status carefully.
Please add any details that might help us help you.
For example, what are you trying to do and what's happening? What has changed recently? What specific error messages are you seeing?
Please attach any files (screenshots, log texts, etc) that you think might help us to help you.
Additional Contact Info
If this is an urgent issue, please consider including a phone number, Skype name, or an alternative way to contact you.
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