Getting Help for CCLAS EL

Functional Help

Help for CCLAS EL comes in various places, both in the application and at Datamine Docs.

Refer to Accessing Help from the Application.

Customer Support

Datamine's commitment to customer service provides our customers with access to a skilled and responsive support team. The global customer support team ensures all customer questions and issues are addressed in a timely manner and escalated as required to ensure resolution.

You should always contact Datamine support if you have an issue. Do not contact individual members of Datamine for support because your issue may not be responded to in a timely manner if that person is unavailable.

For further information about installing or using CCLAS EL, check your contract with Datamine to determine whether site-specific documentation was supplied to your site.

Datamine provides global support for CCLAS EL. If you are a licensed CCLAS EL user, you can request support via the Support Portal (https://www.dataminesoftware.com/support/).

Before contacting support, you should perform some basic troubleshooting of the issue. This allows you to gather information on the issue to pass on to the support team. Providing detailed information assists the support team to find the cause and resolution to your issue. The required information includes:

Name of site
Name of contact person for this issue and the contact details
Name of application with the issue
Time at which the issue occurred or was noticed
The application involved, for example, Scheme or Profile
A detailed description of the issue and what the expected results should have been
A detailed description of any related incident, for example, server failure
Actions taken to resolve the issue, if any
The current status of the system.

Screen captures or other content pertinent to the issue, for example, reports, should be provided where possible.

We also welcome feedback about this documentation.