Getting Support
How to prepare a useful DoorFall support request.
Before opening a ticket
Search this documentation and try the troubleshooting steps for the affected feature.
Support ticket requirements
Support for DoorFall Start Page Script requires a customer login and an active DoorFall product license.
Include useful details
- Product and version
- What you expected
- What actually happened
- Exact steps to reproduce
- Relevant error message
- Browser/server information when applicable
Never include
Do not send database passwords, hosting passwords, SMTP passwords, API secrets or private keys unless a trusted support process explicitly requires a secure credential-sharing method.
Before opening a ticket
Search this documentation and try the troubleshooting steps for the affected feature. Record what you already tested so support does not need to ask you to repeat the same checks.
Customer account and license
Product support is handled through the DoorFall customer account. When opening a product support ticket, select the relevant DoorFall Start Page Script license so the request can be associated with the correct purchase and product history.
General pre-sales or non-product questions can use the public contact option where available.
Good support example
Instead of writing Weather is broken, include details such as:
DoorFall Start Page Script 1.0. Weather widget. City Oslo. After saving, the widget shows [exact error]. Other widgets load normally. Tested in Chrome.
That gives support a reproducible starting point.
Include useful details
- Product and version
- The affected page or widget
- What you expected to happen
- What actually happened
- Exact steps to reproduce
- Exact error message
- Browser/server information when applicable
Never include
Do not send hosting passwords, database passwords, SMTP passwords, API secrets, private keys or other sensitive credentials in an ordinary ticket.