Laserfiche WebLink
Call Process <br /> All issues or questions reported to support are tracked via a support call , our support analysts <br /> cannot provide assistance unless a support call is logged . Our current process for logging calls <br /> includes the following : eSupport (via website) , email , phone and fax . <br /> • Your call must contain at a minimum : your organization name, contact person, software <br /> product and version , module and/or menu selection, nature of issue, detailed description <br /> of your question or issue and any other information you believe pertinent . <br /> • Our support system or one of our support analysts will provide you with a call id to track <br /> your issue and your call will be logged into our support tracking database . <br /> • Your call will be stored in a queue and the first available support representative will be <br /> assigned to deal with your issue . <br /> • As the support representative assigned to your call investigates your issue, you will be <br /> contacted and advised as to where the issue stands and the course of action that will be <br /> taken for resolution . If we require additional information, you will be contacted by the <br /> assigned support representative to supply the information required . <br /> • All correspondence and actions associated with your call will be tracked against your all <br /> in our support database . At any time , if available to you, you may log onto our website to <br /> see the status of your call . <br /> • Once your call has been resolved, you will receive an automated notification by email <br /> that your call has been closed . This email will contain the entire event history of the call <br /> from the time the call was created and leading up to the resolution of the call . You also <br /> have the option of viewing both your open and closed calls , if available to you, via our <br /> website . <br /> • If your issue needs to be escalated to a development resource or programmer for <br /> resolution , your issue will be logged into our development tracking database and you will <br /> be provided with a separate id number to track the progress of the issue . At this time, <br /> your support call will be closed and replaced by the development id number. The <br /> development id number will remain open until your issue has been completely resolved . <br /> Issues escalated to development will be scheduled for resolution and may not be resolved <br /> immediately depending on the nature and complexity of the issue. <br /> • Contact the support department at your convenience for a status update on your <br /> development issues , or log onto our website (if available to you) to view your issues on- <br /> line . <br /> 45 <br />