Getting response from helpline

["George Sagen" <gsagen@xxxxxxxxxxxxxxxxxxx>]

I read a comment that someone wasn't pleased with helpline's response time. The response you get seems to vary from technician to technician, and some teams are busier than others. One thing I've found helpful is to use the web page at http://www.ssax.com/clients to report my incidents. It doesn't speed up my response time, but it serves a few other purposes:

 

1) I get an automatic e-mail response with an incident # that I can file in a folder to help keep track of my open incidents. I'm always loosing notes and stuff that I scribble on post-it notes and this really helps keep it organized and cataloged.

2) I can give the technician a longer and more accurate description of my problem than I could on voice mail or trying to describe it to their screener.

3) If I have supporting docs or files that I want to send, I can instruct to technician to immediately sent me an e-mail to which I can respond and attach my docs.

4) I have good documentation of when the problem was reported, how long it took to get a response, good record of helpline history, etc.

 

Hope someone finds this helpful.

 

George Sagen

http://www.primesourcetech.com   

gsagen@primesourcetech.com

PrimeSource Technologies

7373 East Doubletree Ranch Road

Suite 150

Scottsdale, AZ 85258

(801)360-6360 Direct & VM