Working with Support

Form.io is committed to user success. To help ensure the best experience with the Form.io Platform, there are a variety of options to resolve any issues that may arise in the course of deployment, development, or production.

Web Help

Many routine questions can be answered through the content available in the online help at Help.Form.io.

Additionally, many video walkthroughs and tutorials are available to offer a visual guide to the essential functions of the Form.io Platform.

Email Support

Form.io providers customer email support at [email protected]. Email support is typically available Monday through Friday, 9:00 AM - 5:00 p.m. Central time. Holiday closures may apply.

Scope of Email Support

Email support can resolve most issues a customer may encounter in their use of the Form.io Platform. Email support can help troubleshoot, diagnose, and resolve issues that arise in during system deployment, form development, and application integration.

Some issues may be related to customer environments, external applications, or customized code or workflows. While Form.io Support will always endeavor to provide customers with meaningful and actionable advice in these instances, Support may be unable to resolve issues outside of the scope of the Form.io Platform.

If the process of resolving a case identifies an additional or unrelated issue, support may require that this be tracked as a separate support case.

What to include when contacting support

When new or unpredicted issues arise, Support will often try to recreate the behavior on an internal environment. Email support is unable access customer environments. For this reason, it is important to provide as much detail as possible to give the Support team the necessary information so that they can fully understand and attempt to reproduce the issue.

Depending on the issue that is encountered, it may be important to include the following information:

• Form.io product versions

  • Enterprise Server version

  • PDF Server version

  • Form render version

• Environment information

  • Hosting environment

  • Relevant network configurations

  • Framework/library versions

• Browser details

  • Browser name and version

  • Console/dev tool logs

• Specific error messages, if present

• Form JSON

  • Try to remove any components unrelated to the issue

• Submission JSON

Using JSFiddle

It is often helpful to demonstrate an issue through JSFiddle.

JS Fiddle is a third-party application that allows users to demonstrate a live example of JS/CSS/HTML. This is useful for describing issues that arise with the display or behavior of an individual component of a form.

Demonstrating unexpected behavior in a JSFiddle can help ensure the issue is reproducible. Try to only include the minimum components necessary to recreate the issue.

Using CodeSandbox

CodeSandbox is a third-party tool that helps create a portable sandboxed environment. This can be useful when describing issues at the application level.

Support Packages

If Email Support is unable to reproduce an issue outside of the customer form or environment, or when an issue is otherwise determined to be outside of the scope of Email Support, customers may request such support via a customized support packages defined on a case-by-case basis in a separate agreement with Form.io

Support packages are also useful for customers who anticipate a need for support over the weekend or during a holiday.