This page provides guidance to help clients log support cases with complete and accurate information, enabling the StrataMax Support Team to resolve issues as quickly and efficiently as possible.
Prior to logging a Support Case, we recommend the following steps are taken:
- Confirm internally with relevant team members or your system administrator, particularly if you are unfamiliar with a feature or process.
- Review the StrataMax Online Help for applicable guidance or instructions.
- Use the Online Chatbot or Live Chat Service for assistance in locating relevant help materials.
- If the issue remains unresolved, compile the required information (outlined below) and email support@stratamax.com to submit a support case.
Who should log a case
In some offices, internal processes may require you to first discuss the issue with your system administrator. Larger offices may also have an internal IT team or engage an external support provider who uses their own case logging system. In these situations, you may need to report the issue to them first, and they may lodge the case on your behalf.
Regardless of who logs the case, it is essential that you provide as much detail as possible upfront. This ensures the case can be correctly assigned, reviewed, and resolved as efficiently as possible.
When to log a Case
If you have already used StrataMax Online Help, Chatbot and Live Chat and are still unable to resolve your query, please ensure you have the appropriate internal authority to contact our Support Team directly.
Once confirmed, email the Support Team at support@stratamax.com and include all required information outlined below to help us manage your request efficiently.
How to log a Case
All support cases must include:
- Client name (especially if multiple drives are in use).
- Subject Line - Building name and building number and brief description.
- What is the task being completed and expected result / outcome.
- Relevant section where the process is being performed.
- Specific steps taken.
- Clear and legible screenshots and/or supporting attachments showing relevant information.
- Any investigation already completed.
- Articles reviewed, Chatbot suggestions, Live Chat transcripts.
Providing complete and accurate details upfront helps ensure your case is reviewed and resolved as quickly as possible.
How to log an Error Case
If you are completing a process in StrataMax and receive the StrataMax Online Support error window, like below, if you wish to log a case, complete the specific details as noted in the error window and click OK.
- Complete the steps taken and precisely what occurred.
- Complete the Building Number if applicable.
- Select OK.
This sends the information directly to the Support Team and automatically logs a case. A separate email is only required if you have additional information to provide. If there are additional supporting details, please email and advise that error details have already been sent and provide the additional information.
Do not send a screenshot of the error window, important diagnostic information is only included when the error is completed and is critical to assist with the resolution.
How to reply to a case
- Always use 'reply all' to ensure that all relevant people are included.
- Ensure that the subject contains all the details from the received email (use reply all) - i.e. case number / building name & number / subject / etc. with the same original formatting.
FAQ
Review the below FAQ's for further assistance prior to logging a case.
Q. When should I log a Support case instead of using Help or Live Chat?
A. Log a Support case when the issue requires data investigation, server or environment review, unexplained errors or transaction history review. StrataMax Online Help, Chatbot and Live Chat are best for instructions and locating the right article.
Q. What details should I include when it is an issue with a report?
A. Include the report name, building, date range, configuration or template used, expected output, actual output, screenshots and whether the issue occurs for one building, one user or all users.
Q. What details should I include when there is an access query for the StrataMax Portal?
A. Include the user email, building, lot. The role related to the access - committee / owner or non-owner office bearer. Any screenshots, investigation completed, including if the Owner View Access has been reviewed to assist with resolution.
What to check if StrataMax is not responding?
- Close any open files or processes that may be preventing StrataMax from completing an action, such as reports, spreadsheets, Word documents, or mail merge letters.
- Restart StrataMax by closing and reopening the application to refresh the working date and apply any completed updates.
- Log off and back on again. If using Remote Desktop, ensure you log off completely rather than simply disconnecting.
- Test with another user or PC to determine whether the issue is user-specific or affecting multiple users.
- Check previous support cases to see if the issue has already been resolved. If a new case is required, include the previous case number and relevant details.
This quick checklist can often resolve the issue or provide valuable information for the Support Team.