In order to provide the best service, Zeticon takes the priority of tickets very seriously. Please read the priority definitions carefully. These can be found below. Should you have assigned a wrong priority that does not conform to the definition of these priorities, Zeticon reserves the right to decrease or increase the priority accordingly. In the event that our support employees request feedback and it is not provided within the defined period, Zeticon reserves the right to automatically decrease the priority to the next lower level. We hope you can understand that this is done as a means to support our customers in the most efficient and effective way.
Thank you for your patience and understanding.
Urgent High impact issues that prohibit standard functionalities and are blocking for business. There is no work-around available/known. Examples: The website is offline and no one can reach it No one can ingest / export files by any means An important feature of the software is not working in any browser or on any computer
It is advised to call the Zeticon offices when creating an urgent ticket. This creates an immediate feedback loop where both sides can exchange information and the issue can be tackled faster and more efficiently.
When a support employee asks for feedback in the ticket, a response should be given within 48 hours.
High High impact issues with (temporary) work-around. Examples: A certain ingest / export flow is not functional A feature does not work in a particular browser When a support employee asks for feedback in the ticket, a response should be given within 72 hours.
Medium Medium impact issues. Usually only a limited set of users are affected. Examples: The reason why ingesting a particular file is not working is not made clear The website is loading slower than usual Some users don't have access to a feature When a support employee asks for feedback in the ticket, a response should be given within 120 hours.
Low Low impact issues. Usually cosmetic. Used as the standard priority when it is not supplied, like sending an e-mail to firstname.lastname@example.org . Examples: There is a spelling mistake on the website A field on the website overlaps with another field
Each MediaHaven installation contains several manuals for the version that is installed on that environment.
The website manual can be found in the footer of the website by scrolling down and clicking on "Manual".
The advanced user manual can be found by opening the management module (also known as the content uploader) and pressing the F1 key on your keyboard.
Manuals for the latest version of the software can be found here.
Features and improvement for all past and present releases can be found in the Release Notes.
Extensions and integrations are documented on this page.
Other technical documentation can be found on the Reference page.