GENS200 SUPPORT 2026-10-17 22:03

Getting help

Everything comes through tickets, so nothing gets lost and there is always a record of what was asked and what was done. The HelpDesk is open 24 hours a day, every day of the year, and how quickly we respond depends on your service level agreement.

Raise a ticket Report a bug

Raise a ticketGENS201

For anything that is not a bug in our software: a fault, a question, a change request, or help with configuration or integration.

GEN HelpDesk

Report a bugGENS202

Bugs in our software go to Mantis, where you can follow progress and see how each was resolved. A good report saves a round trip:

Title: What is wrong, in one line.
Steps: How to make it happen again, step by step.
Result: What you expected, and what happened instead.
Environment: Operating system, browser, and the version of our software.
Evidence: Error messages, logs and screenshots. Logs from a remote system can be sent from the command line, see uploading.
Frequency: Every time, sometimes, or once, and any workaround you have found.

Open Mantis

Quick questionsGENS203

GENChat sits at the bottom right of every page for quick questions about our software and tools. For anything about your own systems, raise a ticket.

Self-helpGENS204

Documentation: Staging, uploading, the deploy manager and its scripts, and our command-line tools.
GENWiki: The knowledge base for our frameworks and tools.
FAQ: Quick answers to common questions.

What we help withGENS205

Technical: Bug reports and fixes, performance, configuration and integration.
Guidance: Best practice, code review, architecture and team training.