Overview

Welcome to the Community Edition!¶

RapidDeploy support site for all users, who are using currently supported versions of the RapidDeploy community edition.

You can also watch our "How-To" videos on our YouTube channel

Please check our RapidDeploy Help Center and documentation site

You must be a registered user to view support tickets on this site and all authenticated users can view all publicly available tickets and raise new ones for bugs, features and support requests. You may request a private support portal for your organisation by emailing enquiries@midvision.com.

On the shared public portal, you can set a ticket to "private" by clicking the "Private" checkbox when creating or editing the ticket. Your ticket will be publicly viewable by all registered users unless you set the ticket to "Private".

Registering¶

If you can't see an "Issues" or "New Issue" tab and haven't yet registered with us, then please click on the Register link in the top right-hand corner. You must enter an email address to which you have access as an email with an activation link will be sent to you confirming your log-in details. If you don't see an email, please check your spam folder!

If you are already registered, log in with your username and password to start creating tickets.

Getting Started¶

To get started creating a new ticket, click on the New issue tab, or to search for an existing ticket, click on the Issues tab and enter your search criteria.

Support services¶

MidVision provides all support according to our published SLA's

How to use this site¶

Please raise new issues against the correct project or customer

Raise a new issue as required. Leave the assignee blank, this will be set by MidVision. Set the severity of the issue based on the severity schema. Set the type as per the type schema.
The issue will be assigned to a MidVision support engineer. The engineer will assess the issue and either work on the issue according to SLA for the issue or provide instructions, workarounds etc.
The engineer may need more information, such as log files etc or may need to engage in a dialog with the customer. In this case the issue is marked as feedback and the assignee set back to the person raising the issue.
If feedback is required, the customer should provide the feedback and mark the assignee back to the engineer.
If the engineer fixes the issue, the release in which it will first appear will be updated, and the issue marked as resolved or closed, depending on requirement for customer feedback.
If the engineer marks the issue as feedback or resolved, and changes the assignee to the person who raised the issue, then MidVision will expect the customer to provide feedback within 7 days, or the issue will be closed. The ticket will be set to "Marked For Closure" if it is to be closed imminently.
The issue will be closed if the criteria above are met or the customer either agrees to close, or closes the issue.
Feature requests may be closed by MidVision on giving a target date for the feature or a reason why it will not be implemented. In some cases feature requests may be moved to the internal development list.

Issue Severity¶

The customer may set the issue severity when creating a ticket. A MidVision engineer may amend the severity if the ticket dialog indicates it does not fit into the assigned category. Blocker, Critical or High severity tickets may be reduced to a lower severity if the customer does not promptly respond to requests for information.

Trivial - Small UI or usability issue which does not require a workaround.
Low - Small UI or usability issue or functionality with an easy workaround.
Normal - Standard issue with no obvious workaround. This is the default severity (Severity 4).
High - Production system major functionality impairment for one user or multi-user test system down or unusable for all users (Severity 3).
Critical - Production system major functionality impairment affecting more than one user (Severity 2).
Blocker - Production system down or unusable for more than one user (Sometimes referred to as Severity 1 or SEV 1).

Issue Type¶

The customer or MidVision may amend issue type if the issue dialog indicates it does not fit into the assigned category.

Bug - An issue with existing product functionality leading to incorrect behaviour or an unexpected exception generated in the product.
Feature - Request for enhancement to product functionality
Support - A request for support (help) with the product

RapidDeploy versions¶

MidVision will publish in each ticket, where appropriate, the target version where the bug or feature will be included. RapidDeploy uses a standard version nomenclature corresponding to:

<version>.<release>.<patch/fix version>

e.g.

5.0.30

The RapidDeploy release and support schedule is based on release. You can see the current schedule here.

For fixes to a release version, the fix version may be described as, for example 5.0.FIX. In this case the actual patch number will be shown in the "Additional version information" field.

Confidential data - Your responsibilities¶

You remain responsible for:

Any data and the content of any database you make available to MidVision,
The selection and implementation of procedures and controls regarding access, security, encryption, use, and transmission of data (including any personally-identifiable data).
You will not send or provide MidVision access to any personally-identifiable information, whether in data or any other form, and will be responsible for reasonable costs and other amounts that MidVision may incur relating to any such information mistakenly provided to MidVision or the loss or disclosure of such information by MidVision, including those arising out of any third party claims.

Privacy & Personal Data¶

We take your privacy and protection of your personal data seriously. Please read our privacy policy

You may view and edit all the personal data we hold on you by clicking the 'My Account' link.

When you raise or comment on a ticket, you will only be identified by your first name. Other users can only see your email address if the 'Hide My Email Address' checkbox is unchecked on the 'My Account' page.

You may delete your own account at any time by going to 'My Account' and then clicking the 'Delete My Account' link. Your account and all of your personal data will be removed. Any tickets you've raised or commented on will remain, but they will not be associated with you.

In accordance with GDPR rules on data retention, accounts that remain inactive for more than 2 years may be deleted, which will remove all of your personal data from our systems.