User Responsibility
Prior to calling support the user must have completed the following tasks:
1. Run the maintenance program (Maintenance.exe).
2. Run the Manual Recalculation
60% of all support questions are solved or further advanced by running these two functions. That is why it is required that the user has run both programs prior to calling.
Steps to Calling Support
1. When the Capital automated system answers, select extension #1 for support and when prompted leave your name. Then either the technician will answer the line or you will be sent to voice mail. Please leave a message, the voice mail is converted into an audio file and attach it onto an email, which is sent directly to all support in boxes. When received the email will be placed into the online help desk.
2. When a support technician reads the event, you will be contacted immediately or notified by email if the event requires more testing prior to contacting you. Support questions are entered and answered in the order they are received.
3. When the technician calls please be prepared to possibly test multiple scenarios. In an effort to minimize call lengths and improve responsiveness to all users, technicians cannot wait on hold.
When the event is solved the user will receive a closing email.
4. Support may also be contacted via email at support@capitalsoftwareinc.com. Please leave the name of your organization, your name, phone number, extension and a detailed description of the issue. If you have received alerts or errors please either make a screen print of the alert and attach it to the email, or write it line for line in the email. This will allow us to research the issue before we call back.
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