What information to include in a support ticket

About this document

If you are evaluating InstaLOD or have an InstaLOD license that is eligible for enterprise-level support, you can reach out to our support team using a support ticket. To ensure that our support engineers have all the necessary information to process your ticket effectively, please use the checklist below. 

Providing our support team with this data directly, helps them pinpoint the cause of any issues to provide you with the best possible support experience.

• Application (InstaLOD Studio XL, InstaLOD Pipeline, one of our Integrations, etc.)
• Operating System (Windows/macOS)
• Computer Specs (CPU/GPU/RAM/ Hard Drive Size etc.)
• Description of Issue
  Please describe the issue as detailed as possible.
• Screenshots of the Issue
  Provide screenshots of the model, application, or error message that you are having issues with.
• Description of the expected result
  This helps us understand your intentions so that we can suggest alternate workflows or best practices to achieve your desired result. 
• Include JSON profile
  If you are having issues processing a mesh, please include the JSON profile.
  • (Studio XL) File -> Save Profile As...
  • (3dsMax, Maya, VRED, Blender) Right-click 'Start' button and select 'Export as...'
• Sample File
  If possible, please provide us with a sample file that we can use to recreate the issue and pinpoint the source of the problem. For more information on how to upload data, please read this article.
• Mesh/Scene Information
  Include information of the scene, including: 
  
  • Polygon Count
  • Mesh Count
  • Texture Count
  • Texture Size