Support

Before you send a support case

Your question may have already been answered in this documentation. Please take a look at the various sections such as Get started because you may find the answer to your question immediately.

Support conditions

Support cases can be opened to ask specific questions not included in this Knowledge Base documentation. Also, if you want to get specialist help architecting your Avro schemas and you’re struggling with the set up, you can talk to us by opening a support case.

The Starter edition of EA SchemaGens includes no support because it is a free application.

The Professional edition comes with 1 support case included, for the duration of a purchased product license key, only. This practically means 1 support case can be opened every year, at no additional cost. Every time a new product license key is purchased, 1 free support case will be included for the duration of the license key (that is, every year).

Once a product license key expired, and no new license key is purchased, no support case can be opened, even if the 1 free support case was not used previously.

Scope of a support a case

A support case must address the EA SchemaGens Add-In. We cannot help you with questions about functionality in Enterprise Architect or other Add-Ins. Enterprise Architect is supported by Sparx Systems and you should be able to get support from them.

A support case must be focused on one specific question. This is to help us better address your question.

If we encounter an open-ended question or a support case message that is not focused, we’ll reply to you asking you to choose the specific question you have the greatest issue with. This is so we can better address your question and to make sure we’ll be able to solve your problem quicker, easier and more effectively.

Examples of an acceptable support case message:

  • “I’d like to create an Avro field of data type Map where Map values refer to another entity. How can I do that?"
  • “I added Tagged Values to customise my generated Avro schemas but they do not seem to have an effect. Details below…"
  • “I created my data model. I opened the Schema Composer but then I’m not sure what to do. I’d like to generate an Avro schema, can you help?"

Examples of support case messages that are not focused, too general or not relevant to the EA SchemaGens Add-In:

  • “I can’t generate a schema. Please help!"
  • “I click on the Enterprise Architect icon on my Desktop but nothing happens."

Opening a support case

Simply send an e-mail to the support@segence.com e-mail address from the e-mail address you made the purchase from. This is so we can verify that you are eligible for support.

The support case message

Below is a template we recommend you use in order to create a focused support case. This is so we can help you quicker, eliminate ambiguity and guarantee a swift resolution of your question.

Describe the Issue

A clear and concise description of what the issue is.

Expected Behaviour

A clear and concise description of what you expected to happen.

Steps to Reproduce

Steps to reproduce the behaviour:

  1. Go to ‘…’
  2. Run ‘….’
  3. Enter ‘….’
  4. See error

Screenshots

If applicable, add screenshots or logs to help explain your problem.

Environment

Anything that will help us triage the bug will help. Here are some ideas:

  • OS: [e.g. Windows 10 build number XYZ]
  • .NET framework version: [e.g. 4.7.2]
  • Enterprise Architect version: [e.g. 15.2]
  • EA SchemaGens version: [e.g. 1.0.0]

Additional Context

Add any other context about the problem here.

Finding version numbers:

Closing a support case

Segence is committed to help customers be more productive with our tool. We will respond to your question in a timely manner. However, Segence reserves the right to choose when to close a support ticket.

We will not be hasty however we have to make sure support cases are focused on one specific area and if we notice that the conversation is going in a different direction, we’ll kindly ask you to purchase a separate support case and close the current one. We hope you’ll understand this.

Purchasing additional support cases

If you’ve already used your 1 free support case per year, you’ll need to purchase additional support cases.

This can be done on a case-by-case basis.

Simply go to the EA SchemaGens product page and click on the ‘Buy Support’ button in the bottom of the page to complete your purchase of support cases.

Updated on 01 Aug 2021