You are here

Home › Newsletters › ams › Exceptional Customer Support › Expectations

General Guidelines

Subscribe to Syndicate
  • Primary support will be completed by the end of the day for calls received.
  • Verify eligibility of customers for support in Daylite. Customers with expired maintenance will be referred to the Sales & Marketing Department for further action.
  • All support arrives via and will be documented using FogBugz. Support is linked to the email address of the client by entering that in the correspondent field before the next support item is taken.
  • When you need to leave your desk and the support will be unattended, set your iChat status to 'away' with a reason or expected return time.
  • Use online help web links where possible to provide assistance with responses. If there is no link or answer in an existing page, consider enhancing the page before answering the customer and then send the revised page link to the customer.