Once we receive your support request, the problem-solving process proceeds as follows:

• We start investigating the issue as soon as possible, but no later than the next working day.
• We review your software environment, including the software version, any customizations, and previous support requests.
• We request additional details and an error log if needed.
• We may establish a secure TeamViewer remote connection to your computer to view the issue and gather more information.
• We test whether we can reproduce your problem in our own test database.
• If the issue cannot be resolved by customer support, we involve our technical specialists and, if necessary, software development.
• If the problem is caused by a software bug, we log a fix request in the software development queue so it can be corrected in the next update version. While waiting, we aim to provide instructions for a workaround.

TeamViewer Remote Connection

Using a secure TeamViewer remote connection, both you and the CSI specialist can access your computer, allowing you to show exactly where and how the issue occurs. The connection is established as follows:

1. Customer support will contact you by phone and ask you to start the remote session.
   • You can do this by selecting the remote support download button in CSI Extranet (under Remote Support in the Knowledge menu) or by downloading it from https://www.csihelsinki.fi/tuki.
2. If your computer already has a permanent TeamViewer remote support installed by your office IT team, you must close it to load CSI’s remote support.
   • To do this, click the upward arrow in the taskbar, right-click the TeamViewer icon, and select Logout/Close.
3. After launching CSI’s TeamViewer, you will see an ID and password on your screen.
   • The ID is usually 8–9 characters long, and the password is 6–8 characters, containing numbers and lowercase letters.
4. Provide the ID and password to CSI support, which will use them to view your software.
   • If you use an external monitor in addition to a laptop, inform CSI so they can open the session on multiple screens.
5. CSI support may request permission to take control of your mouse to investigate the issue.
6. Once all necessary information is collected, CSI will close the remote session and record the remote access in your organization’s CSI matter details.