Tele-Support HelpDesk
The "Super Bundle", our Premium Support option, includes the following feature relating to support: Cost is based on number of users. If additiional users are purchased while a Super Bundle is acitve, additional coverage will be required "20 Hours of telephone and/or email TECHNICAL support during the contract year. During the contract year, you are entitled to technical support for problems and issues relating to the operation of the Tele-Support HelpDesk program. Problems may be submitted via email, our on-line inquiry submission form, or by telephone. Telephone inquiries will only be taken on our dedicated support lines (727-360-0533). Calls to our sales phone lines will be referred to our special technical support lines. We will make every effort to take inbound calls as they occur, but during times when a technician is not available to handle the call live, we will write up your issues and refer them for call back as soon as possible. Calls of a more critical nature will be given highest priority. Issues submitted by our on-line form (see menu item "Tech Support" on our home page to locate the on-line inquiry submission form) will enable us to better prepare and solve your issues during a call back. If applicable, providing screen shots or log files (see our Help, About) will aid us in more quickly solving your issue. Types of issues covered by Super Bundle Support The maintenance included in the Super Bundle is for TECHNICAL support only and does not include training or other items and information that are included in the provided documentation. Although we are always willing to answer "how to" questions, we do request that you attempt to find the answer in the provided documentation (Window's Help Files - Users Guide and Administrator's Guide). We also ask that you submit non technical items and questions in writing via email or web form. Under these brief guidelines, we are more than happy to assist you in any way possible in the use and "tips n tricks" of our product. Other Resources for Learning and Using HelpDesk Separate training, specialized for your company, is available at an additional price. These might include on-line training via "Webex" sessions, or even on-site training when applicable and desired. Training might also be available from a dealer if purchased from them directly. Video training aids are currently in production and will be available to our customers shortly. These video aids will run directly in a web browser and will especially cover the administration and setup of the HelpDesk program. On-Line Knowledgebase We maintain an online knowledgebase that is free to our customers and prospects. You can access this online knowledgebase by going to our main page and looking at the menu item "FAQ's". You will find a list of knowledgebase items from technical problem resolution to "how to's". Feedback We value your feedback at every level, from service and support improvement to product and feature suggestions. All suggestions received are logged into our Known Issues database in HelpDesk and considered during planning sessions. If you have a special use of the HelpDesk program you would like to share, we would enjoy writing a case study so that it may be shared with other users. |