To ask a question, submit a bug, or request a feature, please email support@sidefx.com. Our technical support team will track the submission and assign a support person to investigate.

When you log a bug, we ask that you try to attach an example file of the problem or question. The better you are able to explain the problem to us, the faster we will be able to help you. We also ask that you tell us what build of Houdini you are working in, since we have new builds posted daily. Also let us know if you are on a Windows, Linux, or Mac system.

It will help us prioritize your questions or bugs if you let us know the severity of the situation. We use a hierarchy of SEV codes (1 - 5):

• SEV 1 - Urgent - Your production has been stopped by this problem. You have no work around.
• SEV 2 - High Priority - This is a big problem, but you are still able to work, possibly using a workaround.
• SEV 3 - Medium Priority - This is our average level for most issues.
• SEV 4 - Low Priority
• SEV 5 - Very Low Priority

For People with Direct Access to the Support Issue Database

If you have been given direct access to the Support Issues database you can access it under Services > Support Issues > View Your Issues.

With direct access the process works as follows: you and your users log issues directly. You can make a list of issues you have submitted. You are automatically e-mailed as the status changes during the entire process. Even if an issue is passed to the R&D team while it is being fixed, a support person is still associated with the bug. You can add comments on the issue to supply more information or request information, and when the issue is resolved you can sign off on it or change the status back to active if it has not been fixed.

If you have been granted admin access you can grant or remove access for your users via Services > License Manager > Manage account logins.