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Domino Support: Operating Procedures

Angelo Bresci
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Before You Contact Domino Support

Domino customers are often able to resolve their technical issues simply by using our Knowledge Base. Prior to contacting Domino Support, we recommend searching the Knowledge Base. Your issue may have previously been investigated on behalf of another user, and a known solution may exist.

There is also a "Troubleshooting Basics" section of our official documentation, which provides helpful tips in the following categories:

If you still need to contact Domino for support, please provide the following information, so we can assist you as quickly as possible:

 

Clearly Define the Issue

Describe your issue and symptoms in clearly and thoroughly. Be as precise as possible in your explanation. Outline the steps used to reproduce the issue as well as any steps you have already tried to resolve it.

 

Provide Background

Answers to the following questions will help us address your quickly:

  • What Domino product and version are you running?
  • What steps led to the issue?
  • Can you reproduce the issue? What steps do you follow to reproduce it?
  • Have any changes been applied to your deployment recently that could have triggered the issue?
  • What error messages did you see when the problem occurred?

 

Collect Available Diagnostic/Troubleshooting Details

Inclusion of diagnostic information in your ticket submission, such as log files, Support bundles, etc., will often help our Support Engineers identify the cause of an issue. Please provide as much of this information as possible. 

 

Assign a Business Impact Level

When submitting a ticket, please assign a Business Impact level based on the estimated business priority of the reported issue (not available when submitting a ticket via email). This will help us understand the impact of the problem on your organization so we can prioritize and respond appropriately.

 

How to Contact Domino Support

If you do need to submit a ticket with Domino Support, please be sure to include the following information:

  • Your name
  • Your organization name
  • Email address
  • Related product and version information
  • A detailed issue description, relevant logs, attachments, screenshots, Support bundles, etc.
  • Related information explaining the technical and business impact of the issue on your organization

Submitting Tickets through the Domino Product UI (fastest)

You can submit tickets via the “Support” button found on the lower-right portion of all pages in the Domino web UI.

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Image A. The Support button in the Domino UI

 

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Image B. The Support dialog that appears when clicking the Support button.

 

Submitting Tickets through the Web

You may submit your ticket by going to https://tickets.dominodatalab.com. Like the “Support” button within our product, this method of submission ensures the accuracy of the information you submit and allows for complete tracking of the ticket, with related comments and attachments. 

 

Other ways to Contact Domino Support

Domino Support can also be reached via email, at support@dominodatalab.com. NOTE: this is NOT recommended if you are experiencing a Critical issue during non-business hours. See “After Hours Support” below.

 

After Hours Support

During Domino designated holidays and weekends, Domino Support is available via the web for customers experiencing production outages or critical issues (see “Service Level Agreement”). Email submissions will not allow you to specify a business impact of “Critical”, so please use either the “Support” button seen in your Domino product, or https://tickets.dominodatalab.com to submit a ticket if you require assistance during non-business hours.  We will use commercially reasonable efforts to contact you within two hours of when you submit your ticket (see “Service Level Agreement”). If the issue you are reporting is not designated as “Critical”, we will respond to you on the next business day. 

 

How Domino Support Handles Requests

All tickets submitted to Domino Support are logged into our ticketing system. Once logged, they are assigned a unique number and routed to a Domino Support Engineer.  This number can be used to reference your ticket through our support website. In addition, this number should be used when contacting Domino regarding your ticket. The assigned Domino Support engineer will research your issue and respond with advice or additional questions to resolve your problem as quickly as possible.  Our Support team will often work together, and with members of the Domino Product Engineering team, to resolve your issue. 

 

Q & A: When does Domino Support mark a ticket as “Solved?”

  • Domino Support’s goal is always to provide complete and thorough resolution for any reported issue or question in the timeliest possible manner.
  • Option to re-open tickets: if/when your ticket’s status is updated to “Solved,” you (the customer contact) may reopen it automatically by simply adding a new comment to the ticket. This is possible for a 30-day period after the ticket is initially marked as “Solved.” After 30 days in “Solved” status, the ticket will be locked. If you still require follow-up after 30 days, please log a new ticket, and we will investigate it.
  • Question: What does it mean when Domino Support updates the status of a ticket to “Solved?”
    • Domino Support has provided an appropriate solution to a reported issue or response to an inquiry
    • Domino Support has requested additional information from the customer contact in order to continue the investigation, but has received no updates for an extended period. NOTE: Tickets where more information is required from the customer contact are initially placed into “Awaiting your reply” or “Pending” status in our Customer Portal. You can track the status of your tickets here.
    • Domino Support has a) forwarded a customer’s request to another appropriate Domino group to help address it, b) received acknowledgement from that group that they will continue discussions with the customer, and c) informed the customer of next steps. Examples of such scenarios include customization requests sent to our Customer Success/Professional Services teams.
    • Answer: Domino Support only marks tickets as “Solved” if one  of the following has occurred:

Tickets linked to Product Defects or Feature Requests

NOTE: The following information applies to tickets filed with Domino Support on or after September 1, 2022

  • 9/1/22: Domino Support now provides its customers with the ability to track the status of Product Defects and Feature Requests they have logged through our ticketing system.
    • Tickets in “Open” status are still under investigation and development by our Support and Product Teams
    • Tickets are placed in “Solved” status when a substantive update has been shared with the customer contact (either a fix has been confirmed in a specific release, or an alternate solution has been provided)
  • Defects and Feature Requests can be tracked here, only if the following are true:
    • The issue was logged as a ticket with Domino Support, and received a specific Ticket Number (tracking number)
    • The issue was logged on or after September 1, 2022

Portal_Filters.png

Image C. Screenshot: Ticket/Request Tracking page with filters for: a) ticket status and b) ticket category (All tickets, Product Defects, Feature Requests)

 

If Further Attention Is Required

If at any time you feel that you are not receiving a level of service that meets your expectations, you may ask to have your ticket escalated or ask to be contacted by Domino Support Management. You can request escalation via a ticket comment, or a live conversation with your assigned ticket owner. Any customer-requested escalation receives direct management attention and consideration.

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