Support
Every trial account and every installation, Community and Institution, has a built-in support system: you ask the SysRevAI team for help with tickets, from inside the platform.
Who can use it
| Edition | Who opens tickets | What it includes |
|---|---|---|
| Trial account | The trial team’s owner | Tickets with the SysRevAI team for the whole trial. |
| Community (self-hosted) | The installation’s administrators | Tickets with the SysRevAI team, free of charge, identified by the installation’s licence. |
| Institution (self-hosted) | The installation’s administrators | Tickets, plus help installing the platform on your organisation’s servers. |
Other users (reviewers, invited members) see under Support who administers their platform, so they can contact that person directly.
Opening a ticket
- Press the Support pill in the top bar, next to “User guide”.
- Press New ticket. Write the subject, choose the type (technical problem, licence and installation, suggestion or other) and the priority, and describe what happens, what you expected and how to reproduce it.
- If needed, attach files: up to 5 per message (screenshots, PDF, Office or LibreOffice documents, text, logs, CSV, RIS, BibTeX or ZIP), 5 MB each and 10 MB in total.
- Send it. You get an e-mail when the SysRevAI team replies.
System information
Each ticket automatically carries the installation’s technical details: version and edition, PHP and database, missing extensions, server limits, number of users and reviews, cron job status and whether e-mail and AI are configured. That way the support team sees the environment without having to ask. It contains no passwords, keys or personal data. On the new-ticket page it is collapsed: open it with the arrow on the “System information” box if you want to check it.
Following the ticket
- SysRevAI’s replies appear in the ticket’s conversation, with any files attached to them.
- The Support pill shows in red how many tickets have a reply you have not opened yet; in the list they are marked “New reply”.
- You can reply, with files too, as often as needed. Replying to a resolved or closed ticket reopens it.
- When you no longer need it, press Close ticket.
Institution edition: installation on your servers
The Institution edition includes help installing SysRevAI on your organisation’s servers, coordinated with your IT department. To request it, write to us from Contact.
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