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Technical Support

Applicable to all cases where there is a need for Dinamo Networks customers to use the Technical Support channels.

Info

For questions about service level agreements (SLA), please consult your specific contract.

The Technical Support channels can be used to deal with:

  • Doubt;
  • Request;
  • Incident.

Channels for opening tickets

  • Website

    Access our Technical Support site via browser.

    Warning

    This is the preferred channel for opening tickets.

  • E-mail

    Incidents can be opened by e-mail. Send a detailed description of the incident to: suporte@dinamonetworks.com.

  • Telephone

    Receive friendly and practical assistance from our telephone support team by calling 0800 3260967. Our opening hours are 24 hours a day, 7 days a week.

Instructions for using the site

On the Technical Support login screen, create your username and password. A confirmation email will be sent and, once confirmed, you can now use our Technical Support. When opening your ticket, classify the urgency and category of the ticket to ensure the timeliness and quality of your service by our technical team. On the page you can report technical incidents, follow the phases and actions of the ongoing process and add information at any time

  1. Login screen

    Enter your username and password and click Login.

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    Login screen

  2. Home screen

    First screen after entering the system.

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    Home screen

  3. New ticket ( Alt+T )

    To open a new ticket, simply press the Alt key together with the T or click on the circle at the top left of the screen, as shown by the red arrow below. A new window will open with fields for your incident information

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    New Ticket

  4. Fill in the main fields

    Start by choosing a Category, according to the nature of your demand. Classify the urgency of your need. Normally, doubts are of low urgency, for example. Fill in the Subject field with a brief description of the reason for opening the ticket. Avoid generic texts such as "opening a ticket", giving preference to texts that mention the purpose of the ticket, such as "authentication failure" or "how to update the firmware". In the field dedicated to describing the ticket, send as much information as possible, so that our technical team can have a more complete idea of the scenario involving the ticket and will be quicker to respond.

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    Main fields

    In the event of Incident

    In order for the DINAMO support team to be able to act more effectively in resolving incidents, some information is appropriate and should, if possible, be provided when the incident is opened:

    1. HSM serial number;
    2. HSM info (copy and paste from the hsmcon console);
    3. HSM log files;
    4. Client log files;
    5. Screen capture files and/or videos;
    6. Name of the application used.
    7. HSM API used.

    As for the text describing the incident, we recommend including the following information, where possible:

    1. Steps to reproduce the error/condition;
    2. Expected result (what was expected when carrying out the steps);
    3. Result obtained (what actually happened).

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    Fields in the event of an incident

  5. Submit your ticket!

    When you've finished filling in the form, don't forget to click on the button SEND TICKET. You will receive an e-mail confirming the protocol and your service will begin.

Technical documentation

Documentation on DINAMO products can be found at https://docs.dinamonetworks.com. It contains instructions for managing and integrating our HSMs, a description of how to use the API(Application Programming Interface) for equipment and the cloud, return codes, remote administration, a troubleshooting guide, downloads and examples.

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Technical documentation