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title: "Support conditions for CUE Solution deployment"
canonical: "https://docs.cuesystem.com/space/LT/251363423/Support%20conditions%20for%20CUE%20Solution%20deployment"
format: markdown
---
> Macro (toc)

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The following text defines the conditions for providing technical support when deploying CUE Solution. The primary procedure for deploying is to follow this **[CUE Solution Deployment](https://docs.cuesystem.com/space/Dep)** manual. If a problem occurs during installation or the customer does not know how to proceed, the following support options can be used.

# Technical support

We provide support through our service portal built on Jira Service Management. Our service portal is a comprehensive platform designed to streamline and enhance the support process, ensuring efficient and effective resolution of issues for our users.

This support is **free of charge,** and all technical support inquiries submitted via [support.cuesystem.com](http://support.cuesystem.com) will be answered (not always resolved) in approximately **one business day**.

For successful support, we need the following **information**:

- Detailed problem description incl. error messages, screenshots, etc.
- If the installation ends with an error, please attache the logfile saved using the following button (displayed in the CUE Solution Setup)
- Serial number of installation (CS0604.XXXXXX)
- A version of CUE Solution Setup
- A version of the CUE Solution Package
- Server details (e.g. Windows Server 2016 / 2019, RAM and HDD usage, number of CPU cores,…).

> ⚠️ We provide support exclusively for the latest released version and upgrades from previous versions to the latest one.

> ℹ️ To access the service portal, a login is required. Users can request it by contacting [sales@cuesystem.com](mailto:sales@cuesystem.com) via email.

# Online support

If you need to solve a problem on the server (e.g. failed installation, update to a new version, etc.), we offer online support under these conditions:

- A **pre-scheduled meeting** according to the capacity of our technical experts. Schedule a meeting during the working hours of Central European Time (Monday to Friday, 8 AM to 5 PM).
- **Sufficient Internet connection** quality to ensure resilient motion response for mouse use.
- **Remote access** to the server using **Windows Remote Desktop Connection** or **AnyDesk**.
- Ask [sales@cuesystem.com](mailto:sales@cuesystem.com) for online support **costs**.
- The **first meeting **will be within **2 hours max**. During this meeting, the problem will be solved, or a further course of action will be planned.

> ⚠️ The prerequisite for online support is to create a ticket on [support.cuesystem.com](https://support.cuesystem.com).


# <span style="color: #97a0af">CCP troubleshooting</span>

<span style="color: #97a0af">Try to find a solution using </span><span style="color: #97a0af">**CCP Troubleshooting**</span><span style="color: #97a0af">. It is currently under construction and will be available soon.</span>