Contact Us » Support Process Guidelines
Support Process Guidelines
When an issue has been submitted, the support team will review your issue and send a notification message stating your problem has been received. This is done within a respectful and timely manner to help keep you productive. After the initial e-mail is sent, the Support Team will take the following steps to assess and correct your situation in the best possible manner.
- Assess the issue submitted and determine the next step.
Our Support team will read the issue that was submitted and decide what the next step will be. If it is something that is easily remidied the Suport team will contact you with a resolution. If the question cannot be answered directly by the support team the issue will be pushed to a higher level. - Contact the appropriate team for a resolution for the problem.
If the support team is not able to answer the question it will be passed to a higher level. After the next team finds a solution to the problem the support team will be contacted and the resolution will be sent to you. Sometimes the issue is not repairable by the user in which case the development team will be contacted. - Send out an update that fixes the issue.
The development team will asses the problem and may find it necessary to release the fix as a patch. If this is the case, the development will repair the problem and run tests to ensure it has been successfully solved. After al of the tests have passed successfully the development team will release the fix as an update. After the patch has been released the support team will contact you with instructions explaining how to update the software. - Add the issue to the knowledgebase.
If the issue was successfully resolved the support team will make a page describing the problem and the resolution and it will be posted under the knowledge base. This will help future users determine how the problem was solved in the past and will greatly lessen the smount of time taken to find a solution to the problem.