The system is inoperative, and it has a critical effect on the EndUser’s operations which can’t be solved by the End user’s or Partner’s IT/technical administrator. This condition is generally characterized by system instability and requires immediate correction. Phonexia’s software function is stopped due to its internal error, and it fails again on a different data input after Phonexia’s software restart. If the issue does not appear on the latest version of Phonexia’s software, it will not be considered a Critical Issue. A Critical Issue is being fixed on a best-effort basis and a fixed version of the Product is delivered within the next Bug fix release or Software Update.
Support is available 5 business days a week (Monday – Friday) / 8 business hours (09:00 – 17:00 CET) in English language.
If you have issue with Speech Engine, please include a report in the ticket, to help the support staff to resolve your issue faster:
- Go to the Speech Engine installation directory
- Open command line/terminal (in Ubuntu Linux Right click + press
E, in Windows type
cmdin the address bar)
./phxadmin --report(Linux) or
- Zip up the created directory with report and attach the ZIP file to your issue description
The report functionality is not available in old SPE versions (3.10 and older).
Critical and minor issue definition
An Issue that renders the Product partially functional, the use of which in a production environment is substantially reduced. The Issue contains an error that impairs the ability of the system to process a majority of audio files or audio streams, or that renders the setup and maintenance of the system inoperable.
Any scenario that does not fall under the Critical or Severe Issue definitions above.
The Product is still operable but contains Issues occurring in a minority of audio files or audio streams or are of a minor nature.
Note: to submit a ticket, you have to use your Atlassian user account (i.e. your username and password may be different in the ticketing system and in Partner Portal).