A support engineer will start by checking the inquiry and getting more information from the customer. Then the support engineer identifies the most appropriate solution, which is given to the customer, who should validate it. Once the solution has been validated, the query is resolved from the customer’s perspective, but the support engineer will use it to create a knowledge base article. Once validated, this article is published in our internal knowledge base where it can be used by other teams.
3. Do these knowledge base articles replace the official documentation?
No. They are additional support documentation, from development hints and tips to server administration how-tos. They are based on real-life use cases that our customers have reported. They are questions not yet covered by our official documentation.
We hope you will find the articles helpful. Don’t hesitate to ask questions or add your feedback on our forums. You are invited to post comments or questions on the knowledge base entries, and we will be happy to answer them.
5. Can I contribute to the knowledge base?
Of course you can! Feel free to submit a new entry. It will be reviewed by our engineers, discussed with the community and eventually posted in the official KB. (link to a KB template in the FORUM)
Consider adding these links to your community website bookmarks: