![]() ![]() Customers who abuse this system by continually putting urgent when the call does not fit into the urgent category will have there calls re-prioritized according to Adamas Staff interpretation of the problem - followed by an email to reconfirm the priority - before any resolution can commence.ĮND-USER LICENCE AGREEMENT FOR ADAMAS SOFTWARE TRACCS Please ensure when you nominate a priority - that it accurately reflects the true urgency of the situation. This speeds up the process by bypassing the first three steps in any communication where we need to get detailed information about the problem. When logging a support call you should make sure you include all requested information as well as any relevant screen shots of the issue you are having difficulty with. It also allows us to process multiple support queries simultaneously (this cannot be done if we are on the phone) This helps us deliver the most efficient resolution of queries by allowing us to focus on the actual information regarding the problem rather than verbal explanations and unclear descriptions. In most cases if you elect to phone - we will request that you also send confirming details etc by email or from the support page - and cannot begin support until those details arrive. Lowest priority - Calls logged by phone.Second priority - Call logged via email.First priority - Calls logged through the support page.Installation or other non TRACCS issues should Issues surrounding Backups,ĭata Migration, Technical failures, Software ![]() Helpdesk is not a technical help desk for network or So a medium urgency support call will be prioritized against other medium support calls as follows It is important that you understand that priority is given to support queries initially based on the submission method where all other priorities are equal. ![]() ![]()
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