how to escalate support

[schumaku]

Welcome to the QNAP NAS Community Forum!

What is the issue?

Please post the ticket number here.

Regards,
-Kurt

[Moogle Stiltzkin]

Hi

How can i escalate qnap support?

Best

step1:

create a support ticket. Preferably use the qts inbuilt helpdesk support ticket since they autofill most of the required info for you, which is more convenient then doing via the website direct.

http://helpdesk.qnap.com/

try be as detailed as possible. stuff they usually ask for is firmware your using, what hard drives etc....include screenshots if needed to the attachment.

sometimes they may try to remote connect to your qnap unit to assist solving the issue. ensure that this works, so you may need to check port forwarding on router is setup to allow this.

Please note: Only the ticket specified by the QNAP support team can be used to enable Remote Support. The helpdesk.qnap.com ports 22, 443 must be unblocked to allow our support team to connect to your NAS.

https://www.qnap.com/en/how-to/tutorial ... e-feedback


step2:
wait 3 business working days for a response. (weekends and public holidays don't count as per norm). If no response you can then re-message using same ticket number to remind them about your ongoing issue.

in the meanwhile you can ask on the forum here which normally other qnap users will chime in with some suggestion or another.

step3:
if the issue is very urgent and time sensitive, you can try phoning the closest technical support hotline closest to you
https://www.qnap.com/en/about/con_show. ... wone&cid=1

[ensignvorik]

Support is given free with your device for as long as you use it and as long as it stays supported by QNAP, so, no, as there is no premium support tiers you can pay for, so there is no escalation method unless some of the kind community members here can give anyone they know at QNAP a kind nudge.

[schumaku]

i have may issue with my qnap, and support is very lazy.

For usual support items, the QNAP Customer Service is very effective, even if hands-on is required. Things support cant change might end on a 3rd level with R&D where required. This does not guarantee special wishes can and will be fixed or implemented.

SPW-448-74291: issue with helpdesk app, once created ticket, and then all function are disable

AFAIK there was a temporary issue with the Helpdesk App leading to this issue. To my knowledge, Helpdesk App updates have addressed this.

MHF-216-69655: Problem with AppCenter, issue with install app, issue with update

Somewhat vague, tell us more.

XMP-376-17472: usb cam issue
SEB-113-43599: some usb device changing usb id.

You don't try to achieve USB connections say for USB Web cams or UPS from VMs to USB devices reserved (captured) by QTS? This might be unsupported.