Laserfiche WebLink
Priority 3 - Low <br />• Report formatting issues <br />• Training questions, how to, or implementing new processes <br />• Aesthetic issues <br />• .Issues with workarounds <br />• Recommendations for enhancements on system changes <br />• Questions on documentation <br />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 call <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 />