This document provides an overview of Panorama's support organization and processes. It outlines how to contact support via phone, email or web form, and what information is needed when reporting an incident, such as screenshots and system details. It describes how incidents are classified, tracked and prioritized according to urgency level. The document reviews diagnostic methods for different incident types, including testing functionality on different machines and in other applications. It provides examples of common resolution steps and tools used to diagnose and fix issues. The overall goal is to guide customers on effectively working with the support team to resolve incidents.

1. Necto Training
Module 28:
Panorama Support

2. Objectives
 By the end of this lesson you will be able to:
 List the methods of contacting support
 Gather information required for identifying the source
of the incident
 Access troubleshooting tools
 Perform basic diagnosis

3. Agenda
 Support Organization and SLA
 Contacting Support
 Gathering Information
 Incident Classification
 Diagnostics
 Resolution

4. Support Organization and SLA

5. Support Team Responsibilities
Resolve
Incidents
Provide
Knowledge

6. Knowledge Sources
 Knowledgebase site http://tech.panorama.com
 Perform trainings online and on-site

7. Resolving Incidents
What is an Incident? Something doesn’t work as expected, just
an inquiry about how something should
work.
How do I report one?
We answer phone calls and emails and
web submitted cases, We are available
almost 24/7 hours
How do you track
incidents?
We use Microsoft Dynamics CRM, to
manage the incoming requests.

8. Panorama Support SLA
Incident Type Definition/Impact
Response
Time
Urgent calls Production down Up to 2
Medium severity
Affects important work but not
production failure
Up to 4 hours
Standard
doesn’t have immediate effect on
business
Up to 24 hours
Full SLA:
http://bit.ly/qauNmD

9. The Support Flow
Web/Email/Phone contact
Gathering Information
Classification
Diagnostics
Resolution

10. Contacting Support
Web/Email/Phone contact
Gathering Information
Classification
Diagnostics
Resolution

11. Before Contacting Support – Check
Knowledge Base and Forum
http://tech.panorama.com

12. Contacting Support
 Web site http://tech.panorama.com
 Email: support@panorama.com
 Phones:
USA/Canada Toll Free:
+1-877-709-5858
Outside USA/Canada:
+1-212-257-0500
Within Israel
+1-809-37-00-73
 Skype username: panoramasupport
(pre-schedule required)

13. Contacting Support – Sessions Online
 http://panorama.com/help

14. Contacting Support – via Support Site
 http://tech.panorama.com/index.php/supportr
equest
Open your case right from here, for the
quickest service.

15. General Recommendation
 Recommended communication language: English
 Case number
 Will be assigned in first call
 Used for tracking for the lifetime of the case

16. Gathering Information
Web/Email/Phone contact
Gathering Information
Classification
Diagnostics
Resolution

17. Attach a Screenshot
 Screenshot of the issue
before/after

18. Functionality Related Questions
The questions we usually ask:
 Expected behavior
 How does it work in different circumstances?
 When did the problem initially start or when have you
noticed it?
 Last actions before the problem appeared?

19. Environmental Related Information
 Flash version
 Internet Explorer version
 Is Panorama web site in Trusted sites
 Where does the problem appear:
 Server
 Single client
 More then one client
Necto
Server
Web
Necto
Clients

20. Classification
Web/Email/Phone contact
Gathering Information
Classification
Diagnostics
Resolution

21. Basic Categorization
Malfunction: “It doesn’t work”
• Obvious malfunction or unexpected behavior
Feature Request :”I want it to do…”
• Adding functionality that is currently not in the
product
Question:“How to”
• Information request

22. Incident Categories• One or more applications did not load (connectivity)
• Unexpected error or behaviorMalfunction (functionality)
• Chart or grid are not represented correctly
• Scaling or numbers are drawn incorrectlyUI (Visual)
• User doesn’t see the data that should be displayed
• Security doesn’t apply on selected groupSecurity
• Calculation shows unexpected results
• Data is incorrect or not logical compared to other systemsData
• The performance of selected application is poor in any step (application
loading, view opening, operation etc.Performance
• Installation or upgrade process ends unexpectedlyInstallation/Upgrade
• When using the SDK functions, methods or parameters, malfunction is
observedSDK
• Any other issueMisc

23. Diagnostics
Web/Email/Phone contact
Gathering Information
Classification
Diagnostics
Resolution

24. Diagnostic Method
Malfunction (functionality)
UI (Visual)
Security
Data
Performance
Installation/Upgrade
SDK
Misc
Diagnostics
method depends
on type of incident

25. Malfunction
Necto
Microsoft
IIS
Microsoft
SQL/AS
Adobe
Flash
Sun Java
ASP.NET
UI (Visual)
Security
Data
Performance
Installation/Upgrade
SDK
Misc
Is Necto the problem? Or
is it a 3rd party
application?
Malfunction

26. Malfunction – Common To-Do
 Check different scenarios:
 Different server or client machine
 Different IE browser/Flash
 Relevant log files and tools:
 Event viewer
 Panorama flash logs UI (Visual)
Security
Data
Performance
Installation/Upgrade
SDK
Misc
Malfunction

27. UI – the Questions
 Questions:
 Does it happen on all client machines or
several?
 Does it happen on Necto Desktop?
 Test:
 2-3 clients with different configuration
(IE, Flash browser)
 Required information:
 Screenshot
 Expected behavior
 Exact client information
Malfunction
Security
Data
Performance
Installation/Upgrade
SDK
Misc
UI (Visual)

28. UI - Diagnostics Tools
 Flash testing tools
 http://kb2.adobe.com/cps/155/tn_15507.html
 http://flashbuilder.eu/flash-player-version.html
 Check Regional settings
Malfunction
Security
Data
Performance
Installation/Upgrade
SDK
Misc
UI (Visual)

29. UI -Common to-do’s
 Erase IE browser temporary files and cookies. The
cookies often store such information such as:
 Client Flash version
 Fonts/colors used previously
 Pane Layouts positioning
Malfunction
Security
Data
Performance
Installation/Upgrade
SDK
Misc
UI (Visual)

30. Security – Review of Security Types
Content
Security
Data (OLAP )
Security
Roles
• Which portions of the
data will be available
• Defined in terms of
Dimensions and
Members
Users
• Which
workboards will
be available
UI (Visual)
Malfunction
Data
Performance
Installation/Upgrade
SDK
Misc
Security

31. Security Issues - Diagnoses
 Validation steps:
 User Impersonation using:
 SQL Management Studio
 Necto Run As…
Role
Definitions
Import /
Sync Roles
IIS
Definition
Browser
Definition
End user
Definition
UI (Visual)
Malfunction
Data
Performance
Installation/Upgrade
SDK
Misc
Security

32. Security
Data
 What is a data Error?
 Wrong data value
 Incorrect calculations
 Totals not being summed up correctly
 Any other issue that causes false data
UI (Visual)
Malfunction
Performance
Installation/Upgrade
SDK
Misc
Data

33. Data - Diagnosis
 Test in the SQL Management Studio
and MDX Studio
 Test in different application: Excel
Pivot Tables
 Simplify view / create a new view
 Review resolve order
 Test advanced settings
 Locate error location: server, client or
both
Security
UI (Visual)
Malfunction
Performance
Installation/Upgrade
SDK
Misc
Data

34. Data – Diagnostic Tools
 TraceQueries - capture MDX into a log file
 Send the cube
 Without data or with demo data
 Attach relevant view
Security
UI (Visual)
Malfunction
Performance
Installation/Upgrade
SDK
Misc
Data

35. Data
Performance
 Find the bottleneck
Security
UI (Visual)
Malfunction
Installation/Upgrade
SDK
Misc
Performance

36. Data
Performance
 Measure in seconds / minutes
 Activate or Deactivate cache and measure again
 Test different applications
 Example: Excel Pivot Table
 Review the view structure:
 Large dimensions used in axis
 Nesting
Security
UI (Visual)
Malfunction
Installation/Upgrade
SDK
Misc
Performance

37. Performance
Installation / Upgrade
 Access permissions
 Network access restrictions (firewalls,
blocked port numbers)
 Validate installation prerequisites
 Check installation log
 Migration of data from NovaView if
relevant.
Data
Security
UI (Visual)
Malfunction
SDK
Misc
Installation/Upgrade

38. SDK
 Create an HTML file based on SDK sample.
 Create an HTML component or JavaScript in a Necto
WorkBoard.
Performance
Data
Security
UI (Visual)
Malfunction
Installation/Upgrade
Misc
SDK

39. Resolution
Web/Email/Phone contact
Gathering Information
Classification
Diagnostics
Resolution

40. New Feature Request / Hot Fix
Gather
information
Understand
reason
Product
Manager
review
Approval /
Reject
Prioritization Implementation

41. Summary
 Search Knowledge base and Forum before calling
 Help us improve: indicate and provide missing
knowledge
 Provide detailed incident information, screenshots
and relevant logs
 We are here to help you with incidents and to
provide knowledge

42. Thank you
Any Questions?