Support to Reseller
Lifting the Confidence & Competence of Presenters
Our support is managed online using a world-class support ticket system. Our team will provide a 12-hour time zone and we will provide the other. Our support process is outlined below.
- Issue Reporting: Customer reports and issue, acknowledgement sent immediately.
- Initial Review: Support reviews the issue, gathers extra information if required.
- Ticket Creation and Classification: Ticket created and classified
- Priority Assignment: Priority level assigned based on urgency and impact.
- Issue Assignment: Ticket assigned to suitable support personnel or escalated.
- Investigation: Support investigates, refers to internal knowledge bases
- Resolution Development: Solution or work around developed liaise with developers if bug found
- Solution Implementation: Solution applied and verified with the customer
- Closure: Ticket closed post-confirmation; customer feedback requested.
- Documentation: Issue and resolution documented for future reference
- Review: Periodic reviews to identify trends and improve processes
- Continuous Improvement: Utilise insights from reviews and feedback for process enhancement.
Most of these things happen contemporaneously. Support enquiries are either system error or user error.
