DB Refresh

In some cases, as/when requested by Support, we may require to reproduce an issue into a customer UAT or Development environment. Development environment access may be requested for debugging purposes.

This environment sits in the customer infrastructure and will be used to troubleshoot your issue (which may be data/configuration specific to a single customer, therefore non-reproducable in our infrastructure).

Before support can investigate the issue further, we will require the customer and/or partner to provide us with an environment where the current issue has previously been reproduced, to allow troubleshooting or investigation into customer specific data.

If/When requested by support, please prepare the following:

An (UAT/Dev) environment with the same binaries (Deployable packages) as your live environment.
Restore recent copy of live environment
Configure environment connections
Reproduce the error
Provide steps used to reproduce the error in this environment

Once the error has successfully been reproduced into this environment, please :

Add Eftsure support user email as a D365 system administrator into D365.
Provide administrator username and password for use with Remote Desktop
Provide Remote desktop shortcut file (downloadable from LCS)
If Firewall rules are in place, please let us know.
If VM Auto-Shutdown is in place, please let us know or remove temporarly.

Our team will then take over, analyse and troubleshoot the issue and communicate back with support/customer.

For more information on how to refresh environments, please see:

Environment

It is the customer and/or partner responsibility to maintain a mirror environment (code/data) accessible at any times for support.
Our support services will not be help responsible for environment provisionning/configuration delays to reproduce an issue.