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Auto-generated content — pending SME review

This content was auto-generated from Fusion SMB documentation and is pending SME review. Please verify accuracy before using in partner-facing contexts.

Escalation Process

When an issue cannot be resolved with known solutions, escalate to Tuxera's Support Team through the Fusion Support Portal. This page covers how to access the portal, submit effective cases, and manage ongoing requests.

Tuxera Support Portal

The Tuxera Fusion Support Portal is the primary channel for interacting with Tuxera's Support and Engineering teams. It is available to anyone with a valid Support and Maintenance contract, and with certain limitations to those evaluating Fusion SMB.

Getting a Portal Account

To obtain a support portal account, email fusion-support@tuxera.com with your full contact details. After review, you will receive an activation invitation.

Submitting a Case

There are two case types:

General Request or Question

Use this when you need guidance on configuration, feature capabilities, or best practices. Include:

• Summary — a clear, concise title describing your question
• Full context — detailed description with environment details
• Attachments — configuration snippets or screenshots if relevant

Problem Report

Use this when the customer is experiencing unexpected behavior (errors, crashes, performance issues) that are not caused by misconfiguration or external factors. Include:

1. Summary — concise description of the problem
2. Detailed description — exact steps to reproduce, including when the issue started and its scope
3. Priority — select based on business impact and your service contract:

Priority	Use When
Critical	Service down, no workaround, affecting production
High	Major functionality impaired, workaround available
Normal	Issue affects operations but not blocking
Low	Minor issue, cosmetic, or feature request

4. Fusion SMB version — output of tsmb-server -v
5. Configuration file — the relevant tsmb.conf snippet or full contents
6. Log files — filtered to the timeframe of the reported event. Set appropriate log_level and topic filters. When in doubt, err on the side of too much information.
7. Client details — affected operating system, version, and application
8. Issue type and domain — select from the available categories in the portal form
9. Additional attachments — screenshots, recordings, data dumps. Files larger than 25 MB may need to be split or linked from external storage.

Submitting Effective Cases

The most effective problem reports include: a clear reproduction path, the Fusion SMB version, relevant log output with timestamps, and the configuration file. Cases with complete information are resolved significantly faster.

Managing Existing Cases

Viewing Case History

1. Click the profile icon in the top-right corner of the Support Portal
2. Choose Requests from the menu
3. Use the filtering options to find specific cases by status, date, or type

Commenting on a Case

• Click on a case reference or summary to expand details
• The activity feed shows all previous replies in chronological order
• Use the rich text editor at the bottom to add new comments, corrections, or additional information

Resolving a Case

When the issue is resolved:

1. Click Resolve this request in the right-hand panel under the Status heading
2. Add any closing remarks in the designated field
3. Click the Resolve this request button to confirm

Internal Escalation SLAs

Partial Gap — Needs Support Team Input

The following internal SLA guidelines are preliminary and need validation from the Tuxera Support Team. Partner organizations should establish their own internal SLA targets based on their support contracts.

Suggested internal response targets for partner support teams:

Priority	First Response	Update Frequency	Resolution Target
Critical	1 hour	Every 2 hours	Best effort
High	4 hours	Daily	5 business days
Normal	1 business day	As needed	10 business days
Low	2 business days	As needed	Next release cycle

These are internal partner targets for your own support operations. Tuxera's contractual SLAs are defined in your Support and Maintenance agreement and may differ.

Escalation Checklist

Before escalating to Tuxera, confirm you have:

• Verified the Fusion SMB version is still supported
• Checked Common Issues for a known solution
• Collected server logs filtered to the relevant timeframe
• Captured tsmb-status stats --format json output
• Noted the Fusion SMB version (tsmb-server -v)
• Documented the affected client OS and application details
• Attempted basic troubleshooting per the Troubleshooting Guide

Reference: For full support portal documentation, see Contacting Support and Managing Requests on docs.tuxera.com.

✍Knowledge Check

1. What priority should be assigned when the service is down with no workaround in production?

2. Which case type should be used for questions about configuration best practices?

3. What information is most critical for a fast resolution of a Problem Report?