Plus Computer Solutions - Telephone Support Process
Posted by Glen Mund on Wed, Jun 06, 2007 @ 05:00 PM
Technical Support Process
The Plus customer care team is made up of Sage Accpac certified, trained, helpful people who are ready with prompt, accurate and intelligent assistance. Whether you need an answer to a "how do I ..." question, have a critical error on your screen, or a complete data disaster... we can help. Whatever your issue is, please follow these guidelines for the quickest and most effective resolution.
Initiating a call: (Regular business hours 8:30am - 5:00pm Monday to Friday)
- By phone, (604) 420-0122 - where during regular business hours, you will speak to a live person who will take down the details of your issue and assign you a case number. Your case will be entered in the technical support queue.
- By email, help@plus.ca - please include as many details regarding your issue as possible. You will be assigned a case number once the issue is entered into the technical support queue.
* Please do not contact consultants directly through their personal emails or direct telephone numbers. Messages sent this way will be directed back to the office for a case to be added, this may not happen in a timely fashion as the consultants are not often available to review email and phone messages during their regular working day.
* If your account with Plus is in arrears, your case will be logged, however, you will experience delays while we make arrangements to clear up the account.
Prioritizing Requests for Technical Support
Calls in the technical support queue will be returned in the order that they are received within the guidelines below.
Priority will be given to:
- Clients with a current technical support contract.
- Urgent / emergency cases will be escalated in the queue.
Examples of urgent cases include but are not limited to:
- Complete system failure - no processing can be done from any workstation
- Payroll system issues when payroll deadline is imminent
The staff member who logs your case will determine if your issue falls into the "emergency" category. Please make sure they have all relevant information to assist in determining priority.
Response Time
Although we cannot guarantee response times due to the unknown call volumes and the nature of the individual calls, we will try to assist you within 1 - 2 hours of your original contact.
Please have the following information available for when our technical support person contacts you:
A) the version of Sage Accpac you are currently using (eg. 5.2, 5.3, 5.4)
B) the database engine you are using (eg. Pervasive, MS SQL, DB2)
C) exact wording and / or screen shots of error messages
D) details of a recent data integrity check
E) what you were doing at the time of, and / or just before the problem occurred
F) how long this problem has been occurring, did something precipitate it's onset? (eg. Installation of new software?)
G) does the problem occur on all workstations, and / or for all users?
Working Together On The Solution
Our technical support team will work with you to gather the necessary details and information required to assess, investigate and resolve your issue. Your co-operation & participation will be important to assist us in finding a solution. We will do our best to resolve your issue over the telephone. We also have access to Webex - an internet meeting tool - which allows us, with your permission, to view and control your desktop without having to visit your site. We may ask you to install some software to enable us to use this feature.
Your issue may be resolved in a single phone call. However, if your case is not resolved on the first contact, your technical support consultant will outline a plan for continued work on your problem. You may be asked to provide more information and then call us back; or we may need to do some research and testing and return your call at a later time.
- It may be necessary for your technical support consultant to consult with other technicians in our office to make use of the wide range of experience of our staff.
- If your issue appears to be a problem with the program itself, we may need to consult directly with Sage Accpac Technical Support for their assistance.
- It may be necessary to book a consultant onsite to resolve the issue, consulting rates apply to on-site services
Cost and Terms for Technical Support
Please see our website
www.plus.ca
Please note:
- Technical support contracts are only available for supported versions.
- Renewal rates may apply.
For our ‘pay as you go' clients, there is an initial minimum charge. Beyond the first 15 minutes, issue resolution is billed in 15 minute increments. Please see our rates page for details.
Your case will not be billed until it is completed
Terms for technical support invoices are net 7 days.
Data Repairs
Data repairs are not covered under our Annual Technical Support Contract.
Requests for assistance with corrupted data will be logged in the same manner as all requests for Technical assistance. Issues of this nature receive priority assistance.
Our Technical Support representative will work with you to determine if a data repair is required and pursue your options with regard to correcting the situation. Options are restoration of a good backup, re-entry of data or data repair.
Should you require a data repair, you will be required to approve and pre-pay for this service.
Customer Satisfaction
Our goal is 100% customer satisfaction, please feel free to call us for an update on your issue. If you have any comments, concerns or compliments about the service you have received, please contact: wendy@plus.ca with your case number and details of your issue.
Thank your for allowing us the opportunity to assist you.
Sincerely,
The Plus Computer Solutions Ltd. Team