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How to Write & Submit a Complete Support Ticket Description

Disclaimer

SYNAXIOM does not distribute NIVOMAX Viewer setup files directly to end users. To obtain the necessary setup files, users must download a copy directly from the Technical Publications Supplier's NIVOMAX Self Serve portal, subsequent to agreeing to the terms and conditions stipulated therein. The Technical Publication Supplier, possessing a valid Distribution ID for their copy of the NIVOMAX Applications, is the sole distributor. Access to and use of the NIVOMAX Viewer is contingent upon the purchase of a Data License for a digital product from the Technical Publications Supplier. The digital product downloaded will function exclusively with the viewer provided by the respective Supplier. Users are advised that the distribution of NIVOMAX Viewer setup files may be governed by applicable export control regulations depending on their region.

Licensing

It is not necessary for end-users to purchase a separate NIVOMAX license. The Technical Publications Supplier from whom you have acquired your Data License has already procured the requisite licenses from SYNAXIOM. By extending an invitation, they include you within their authorized user pool, as permitted under their NIVOMAX license agreement. You are authorized to use the NIVOMAX software provided the Technical Publications Supplier maintains a valid NIVOMAX software license.

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How to Write & Submit a Complete Support Ticket Description

Published on July 29, 2025 ( Last Updated on December 26, 2025 ) | 2 min read

Only customers with an active Service Level Agreement (SLA) can open Support Tickets. All users are welcome to share feedback, but technical support requires a valid SLA.

If you are a third party who has been given a copy of the NIVOMAX applications by a licensed customer, please provide any issue details to that license holder. They will be responsible for submitting a ticket to SYNAXIOM on your behalf.

The more complete and accurate your responses are, the faster our team can investigate and resolve your issue.

Information to Include in the Ticket Description

Since the ticket form provides flexibility, all details should be written in the Description field. Please include the following:

  • Issue summary: one-line explanation.
  • Steps to reproduce: what you did before the issue occurred.
  • Error messages: copy the exact wording.
  • Impact: what work is blocked or delayed.
  • Environment details: operating system, NIVOMAX edition/version, browser (if applicable), network setup (LAN, VPN, RDP), user role.
  • Reproducibility: whether the issue is consistent or intermittent.
  • Attachments: mention any files/screenshots you’ve uploaded.
  • References: ticket numbers or related cases, if applicable.

Examples

❌ Not Good

Title: Problem with document
Description: The manual is not loading properly. Please fix.

✅ Good

Title: Viewer freezes when opening large technical manual
Description (Issue summary): The Viewer application becomes unresponsive when attempting to open a large technical manual.

Steps to reproduce:

  1. Launch NIVOMAX Viewer (Desktop Edition).
  2. Navigate to Library > Aircraft Manuals > AIPC.
  3. Attempt to open the full AIPC manual.
  4. Viewer freezes after ~20 seconds and must be force-closed.

Impact: Users cannot access critical maintenance documentation, delaying scheduled maintenance tasks.

Environment:

  • OS: Windows 11
  • Viewer version: 3.6.2
  • Network: LAN (no VPN)
  • User role: Tech-Pubs Publisher

Reproducibility: Consistent – occurs every time the manual is opened.
Attachments: Screenshot of frozen screen uploaded.

Quick Checklist Before Submitting

  • Did I explain what the issue is?
  • Did I describe the steps to reproduce it?
  • Did I copy the exact error message?
  • Did I describe the business impact?
  • Did I list system/version details?
  • Did I add screenshots or logs?

For the latest documentation on this and other important topics, please refer to the NIVOMAX Help Center. The NIVOMAX Help Center is your primary resource for up-to-date information, guidelines, and self-serve support for NIVOMAX.

This document also has an online version which may be more up-to-date.
 

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© 2005 – 2025 SYNAXIOM Inc.
Usage of this site constitutes acceptance of our Intellectual Property Policy; please ensure you have read it thoroughly.

CONFIDENTIAL

This document is the property of SYNAXIOM Inc.

NIVOMAX © 2017-2025 All rights reserved SYNAXIOM INC. © 2005 – 2025 SYNAXIOM Inc.
Usage of this document constitutes acceptance of our Intellectual Property Policy; please ensure you have read it thoroughly.

Uncontrolled copy generated on: 2025-12-28 01:39:59