Support

Support is available 5 business days a week (Monday – Friday) / 8 business hours (09:00 – 17:00 CET) in English language.

Speech Platform 4

If you have issue with Speech Platform 4, please include a diagnostic data in the ticket, to help the support staff to resolve your issue faster. The script that collects diagnostic data is a part of Speech Platform 4 Virtual Appliance and is designed to gather system information and application information for troubleshooting.

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Please note that application support is provided only for the latest version of the Phonexia Speech Platform 4 Virtual Appliance, which includes all recent bug fixes and enhancements. Older versions are no longer maintained, and support for them is available on a very limited basis.

• Connect to the virtual appliance:

  $ ssh root@<virtual-appliance-ip>

• Run diagnostics script:

  $ /root/scripts/run-diag-report.sh

  Script gathers all the information and store them in the zip archive. This file is stored in the /data/reports directory.

  Download method 1: File Browser

• Access the File Browser: open the Web Browser and navigate to http://<IP_ADDRESS_OR_HOSTNAME>/filebrowser/files.

• Select log Folder: in the File Browser, go to reports folder and highlight the report .zip file generated in Create the diagnostics report guide.

• Download and save the logs: initiate the download process by clicking the highlighted 'down pointing arrow' button in the upper part of the screen and choose a location on your local machine to save the downloaded log files.

  Download method 2: Transfer Files to Local Machine:

• After creating the diagnostics .zip file, use the following command to transfer the compressed file to your local machine using SCP:

  scp root@<IP_ADDRESS_OR_HOSTNAME>:/data/reports/va-report-YYYY-MM-DD_HH_MM_SS.zip "c:\diagnostics_data"

• Replace YYYY-MM-DD_HH_MM_SS with actual date and time information from the created .zip file and "c:\diagnostics_data" with the desired local directory where you want to save the log files backup.

Speech Platform 3

If you have issue with Speech Engine, please include a report in the ticket, to help the support staff to resolve your issue faster:

• Go to the Speech Engine installation directory.
• Open command line/terminal (in Ubuntu Linux Right click + press E, in Windows type command in the address bar).
• Run ./phxadmin --report (Linux) or phxadmin.exe /report (Windows)
• Zip the created report directory and attach the ZIP file to your issue description.
• The report functionality is not available in old SPE versions (3.10 and older).

Critical and minor issue definition

Major Issue

An issue that renders the product partially functional, the use of which in a production environment is substantially reduced. The issue contains an error that impairs the ability of the system to process a majority of audio files or audio streams, or that renders the setup and maintenance of the system inoperable.

Critical Issue

The system is inoperative, and it has a critical effect on the end user’s operations, which can’t be solved by the end user’s or partner’s IT/technical administrator. This condition is generally characterized by system instability and requires immediate correction. Phonexia’s software function is stopped due to its internal error, and it fails again on a different data input after Phonexia’s software restart. If the issue does not appear on the latest version of Phonexia’s software, it will not be considered a Critical Issue. A Critical Issue is being fixed on a best-effort basis, and a fixed version of the product is delivered within the next bug fix release or software update.

Minor Issue

Any scenario that does not fall under the Critical or Severe Issue definitions above.

The Product is still operable but contains issues occurring in a minority of audio files or audio streams or are of a minor nature.

Submit support ticket

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To submit a ticket, you have to use your Atlassian user account.