Send Support Info

Log360 MSSP Support

In order to analyze issues or other challenges faced by evaluators / customers, Log360 MSSP product team might request for product logs (Support Information). This will provide the team with a clear understanding of the issue reported.

The creation of the support information can be done either automatically or manually.

How to automatically create and send information?

1. Click on Support Tab → Support Info → Create System logs: Auto.
2. This will automatically create a support info file.

   Note: The time taken for creating the support info file can vary from a few seconds to minutes depending on the quantity of logs that have been created by the product over time.

3. Once the support info files are ready, save the file locally by clicking on the link provided.
4. Attach the saved zip file and mail it to log360-support@manageengine.com.
5. Alternatively if the file size is large you can upload the saved file to our server by following the below steps:
   • Type: https://bonitas2.zohocorp.com/ on a web browser
   • Select "Log360 MSSP" from the Product drop down menu
   • Provide your Email address
   • Add a comment
   • Attach the saved support info file from the stored location
   • Click on Upload

How to manually create and send Information?

1. Go to the Log360 MSSP installation folder.
2. Open the bin folder.
3. Double click on compressLogFiles.bat file.
4. Go back to the installation folder and open logs\archive folder to find a zip file named in the format ssmmHHddMMyyyy.
5. Attach the zip file and mail it to log360-support@manageengine.com.
6. Alternatively if the file size is very large, you can upload the saved file to our server by following the below steps.
   • Type https://bonitas2.zohocorp.com/ on a web browser.
   • Select Log360 MSSP from the product drop down menu.
   • Provide your email address.
   • Add a comment.
   • Attach the saved support info file from the stored location.
   • Click on Upload.