Where to Get Help

Contacting Support

Our support commitment covers everything from basic "How To" type questions, to advanced analysis of specific technical problems with data you are processing within SonarWiz. Technical support is not intended as a substitute for formal training on the use of SonarWiz.

We will gladly explore any bug reports or questions submitted to us. However, we require that you are working with the current version of the software and thus have a current maintenance agreement. The reason for this is that we often find that the problem is not a bug in SonarWiz but rather a problem with corrupt data, coordinate system definitions, etc. If, in the course of investigation, it is determined a software defect exists, we will do everything possible to provide you with a work around, a quick fix, or an update to the software as soon as possible.

CTI Support Documentation, Tutorial Videos, Knowledge Base, and Help Desk are available 24/7 via the web:

https://chesapeaketech.com/support/

or by email:

support@chesapeaketech.com

CTI Staff can be reached by phone or email during normal office hours. We have offices in California and the East Coast.

Using the Help Desk

1. Open SonarWiz to the Help menu

2. Click on the Chesapeake Support Site link
   
   

   Open

   

   SonarWiz Help Menu

   
   or
   
   Go to https://chesapeaketech.com/ and click on Support > Help Desk
   
   

   Open

   

   Screen Capture of Support Menu on CTI Web site

3. Click on the type of ticket you would like to open: Report a Bug, Suggest Improvement or Technical Support
   
   

4. Fill in the form. Required fields are a Subject line; Brief Description of the problem; question or suggestion; SonarWiz Version, your CTI Serial Number.

   
   You can access your license information by opening SonarWiz > Help > My Support Info
   
   
   

5. If you have never used the CTI Help Desk before, you will need to register your email address

6. Your issue will be assigned a ticket number and be addressed as soon as possible.
   
   

   
   1. Access your profile and search your requests. All requests from your company will be grouped together so you can see what your colleagues have reported and the progress of their tickets.
   
   2. The status if this ticket is usually in one of a few states:

   Waiting For Support - CTI is working on a solution and does not have anything to report yet

   Waiting For Customer - CTI is waiting for more information from you. You will be notified by email.

   Escalated - We raised the issue with Engineering and it will be addressed in a future release

   Waiting for Release - The bug has been addressed by Engineering and the fix will be available in the next release

   Closed - The issue has been resolved. To reopen a request that is closed, simply respond to the ticket.
   
   3. Turn notifications (by email) On / Off. You can also cancel requests or close them.
   
   4. If you would like to add additional colleagues to the ticket, click the '+' icon and enter their email address.
   
   5. Use the comment box to communicate with CTI support staff.

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