When contacting our customer support team for support, you may be asked whether you need to submit a bug report or Technical Support Request.
Each type of support request has its unique support process, involving varying wait times and required information. This guide will help explain the differences and inform you of the types of cases handled by each support type, and help you decide which report better suits your needs.
Technical Support Request:
A technical support request includes a wide range of support requests. This is where you will be able to get support both pre and post-purchase, with a general and technical team ready to assist. When you submit your request it will first be sorted between the teams and then you will receive a response from the agent that is best suited to assist.
Generally, these requests will have a quicker turn around time than a bug report, as they do not require entire bug testing process.
These requests can get quite technical, and if we do identify a bug in your request, we can sort that into our bug testing workflow to ensure that your issue is seen to.
Below are some examples of Technical support requests:
Examples:
- Reset limit and installation questions
- Product recommendations and comparisons
- Library performance issues and system optimisation
- Errors 1-5 in dedicated plugin libraries
- Library feedback
Bug Report:
A bug report is a specific ticket type that involves an identified issue that should not be within the current release version.
These report types are not ideal for immediate support requests, as we go through a rigorous testing protocol to ensure that bugs are identified, logged and reported with appropriate accompanying data.
Below are examples of Bug Reports:
Examples:
- Unexpected audio artefacts (i.e. noises or glitches in samples, incorrectly assigned notes, random audio dropouts, tuning issues)
- Library or Spitfire Audio app interface errors (i.e. Display misbehaving, spelling errors, missing design elements)
- Library interaction issues (i.e. Missing controls, controls misbehaving, CC issue)