A customer experiences RetailVista as slow. How do I investigate what exactly is slow?

Before creating a second line issue, it is necessary to investigate a number of data:

• What is slow? Does the customer mean the entire RetailVista? Or is the customer working in a specific module and experiencing slowness here? 
  
  
  • If RetailVista is slow within a specific module, it is important to determine exactly what is slow within that module. Which screens (please also note screen number) as well as the settings and/or filters being used?
    (In such cases, "purchase orders are slow" is not sufficient... all details are important, for example 'generating purchase orders (screen xxx), from supplier X, etc.)
    
    
• If the entire RetailVista seems to be slow, please test that specific set (instance+company number) on your local network and see if the findings match what the customer reports (Note: in some cases, a RetailBreedBand connection from TNF / Vodafone is used... This is significantly slower than the average xDSL connection)
  
  
• Is (a module of) RetailVista responding slowly? Then it is important to know if this is also experienced on another instance.
  
  
• Create a bandwidth overview at that specific moment (www.speedtest.net or speedtest.ziggo.nl)
  
  

Without the above information, a second line ticket will not be processed automatically.

Note: In some customer reports, the speed issues seem to occur occasionally. By the time you log in and observe, the problem is often gone.
In that case, I suggest (it may sound exaggerated but it works!); Install a screen recording tool and have the customer record their screen. The customer can then indicate at what time their system was slow, what they were doing, etc. Based on these recordings, we can check on the servers if there were any issues, and we have the exact procedure of the customer at the time of the malfunction so that we can replicate it exactly.