Add data to existing support case

This page teaches you how to add a device data bundle to an existing support case.

Curious about what a device data bundle reveals? See what data is shared with SBT.

Step by step

1

Connect to Access

Follow the instructions in the Connect to Access page.

2

Navigate to the Support page

Click Support in Access' side bar. Select Add data to existing support case:

The Support page in Access. It shows the Add data to existing support case form.

3

Fill in form

Fill in the details. The Support case number must contain 8 digits including leading zeros. Make sure to check ☑️ the Include device data bundle with the support case option. Submit your data.

Include a device data bundle with your support case

We want to help you get the most out of BactoBox®. To do so, we need to see what you see. The device data bundle allows us to peek into everything from system logs to raw measurement files. It allows us to help you better and faster!

4

Check your e-mail

After a couple of minutes, you receive an e-mail from SBT's cloud service called Nucleo. It asks you to verify the support case. Click the verification link.

5

That is it!

You'll hear back from us once we have processed your support case.