Traces are always possible to investigate issues. For traces it is important to receive examples during the trace. Unfortunately we cannot run those traces for ever, and therefore please find below more information about the time windows of the different traces.
Time Window
Monday from 11:00 am till Friday 17.00 pm
On weekends all traces will be stopped because we don’t let them uncontrolled running during the weekends.
Typical traces
Typical traces will be running for 1 week and will always end on Friday’s 17.00 pm. Before ending the trace Kwebbl will sent an notification, so resellers and customers can be informed in time.
When traces will be stopped:
- If the problem is captured in the trace, we will deactivate the trace and start with the investigation;
- If the problem is not yet captured in the trace, the trace will be stopped on Friday 17:00 pm and can be activated on Monday 11:00 am.
Extended traces
Extended traces demands a higher load on the systems and therefore these kind of traces will be running for maximum 72 hours. Extended traces will be activated for example to capture audio issues. Because these kind of traces are demanding for the systems, it would be very helpful to activate the trace when the customer is ready to collect examples. Before ending the trace Kwebbl will sent an notification, so resellers and customers can be informed in time.
When traces will be stopped:
- If the problem is captured in the trace, we will deactivate the trace and start with the investigation;
- If the problem is not yet captured in the trace, the trace will be stopped on Friday 17:00 pm and can be activated on Monday 11:00 am;
- If the trace is running for 72 hours.