How to request support

How to get your problem fixed

If you are an Enterprise Edition customer, you may request support for operational issues from our support team. Please see your SLA for the specification of what is included in your support contract.

Support requests should be sent to support@magnolia.info. Please do not cross post support requests to employees, info accounts or the Evaluation Center.

Any support issue must be reproducible. You need to give an exact description of what we need to do to a default installation (!) in order to get the behavior you get. Otherwise we will simply close the issue with the note "cannot reproduce". This is especially true if you have made custom extensions that produce behavior which does not match your expectations. You will need to provide an example of code that uses our published API and is compilable so that we can reproduce on our local machines what you see on yours. Unless we can reproduce what you see with the description that you provide to us, we cannot help you.

A bug report needs three ingredients:

1. a description how to arrive at the behavior you experience
2. a description of what you experience
3. a description of what you expect to happen instead

Please do read "How to report bugs effectively" before you report an issue. It will make a difference.

About our issue tracker

For jira, our issue tracker, you can simply register yourself. Please do not file support tickets there, only bug reports (which sometimes might overlap). Usually, if our support team finds something to be our fault, they will file the issue. We are currently reevaluating this process and it might change in the future.