ewiget
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If you need to send a file to us for support - 2005/12/10 08:50
If you need to send us a file for support, or if a technician asks you to send us a file, you MUST send it via submitting a Trouble Ticket
When you submit a trouble ticket, please follow these steps:
1 - Give as much detail as possible about your problem or concern in the description.
2 - If you have a reference number already assigned to your problem, please include it.
3 - You can update an existing open ticket by simply selecting it from a list of open tickets that you have submitted.
4 - Uploading Files There is a section near the bottom of the Submit Trouble Ticket screen that says upload file. There is a browse button next to it that works as a normal file browser. You simply select the file to upload.
5 - Your ticket will be assigned to our trouble ticket que based on the time it was submitted. We follow up on all tickets in this order, irregardless of how urgent your problem is. This is the ONLY fair way to resolve trouble tickets.
6 - Sometimes support technicians will forget to update the status of a ticket. This could be as simple as assigning the ticket to "in progress", "resolved", or even "closed". Each change of shift requires technicians to log in and verify any open tickets - if the technician is unable to duplicate the problem, they will assume the ticket is now closed and set its status as such.
7 - tickets moved to resolved status need to be verified by the person who submitted the ticket. If a ticket is left in "resolved" state and not updated and the technician is unable to duplicate the problem, it will be moved to closed status after 72 hours.
Post edited by: ewiget, at: 2007/12/30 09:40
Ed Wiget
Technical Support
http://www.xtremewebhosts.com |
