For organizations already running GEODI
Configuration questions, connection problems and scan tuning go to the team that delivered your deployment. Product defects escalate to engineering on your behalf.
- First contact
- The partner who delivered your deployment
- No partner yet
- Use the contact form and select support
- Escalation
- Vendor engineering, raised for you
- info@geodi.ca
Five things to send with a request
A request that arrives with these five things gets answered on the first reply instead of the third.
Version
Visible at the top left of the GEODI interface, next to the logo.
Project and source
Which project, and which connected source, the issue involves.
What you expected
The result you were looking for, in one sentence.
What happened
Error text copied exactly, or a screenshot with the interface visible.
When it started
Whether it worked before, and what changed around the time it stopped.
One thing to leave out
Do not paste real customer records, card numbers or health identifiers into a support request. A redacted screenshot or a masked result view carries the same diagnostic information without moving regulated data into a mailbox.
Who handles what
You keep one point of contact. Escalation happens behind it rather than in front of you.
Partners hold first and second line for their own customers. Where an issue turns out to be the product itself, it goes to vendor engineering and your delivery team stays on the thread.
| Situation | Handled by |
|---|---|
| Configuration and how-to questions | Your delivery team, first reply |
| A source will not connect | Your delivery team |
| Results look wrong or incomplete | Your delivery team, engineering available |
| Suspected product defect | Escalated to engineering |
| Security advisory or patch | Engineering, with notice to you |
A scan finished but found less than we expected
Check whether sampling is enabled on that project and whether optical character recognition is switched on. A first pass with sampling on is deliberately partial, and scanned documents stay invisible until OCR is active for that project.
A source stopped connecting after it worked
The credential is the usual cause, either expired, rotated or scoped down by another team. Confirm the account still has read access at the source before raising it.
A user sees masked values and should not
Masking binds to the group rather than the user. Check which group the account sits in and which profile that group carries, since moving the person is usually faster than changing the profile.
We need a patch assessed urgently
Security advisories go to vendor engineering with notice back to you. Flag the urgency in the request and it is raised rather than queued.
Send a support request
Use the contact form and pick existing customer support, which routes it past the sales queue.