rjs support and product resources
DESCRIPTION
Learn about the plethora of resources at your disposal to educate yourselves about RJS products or troubleshoot and solve any technical issues you may have. You'll learn how best to use our Support Center, supporting documentation and resources, and our Tech Support team. Visit the RJS Support Center: http://support.rjssoftware.com/TRANSCRIPT
Presented by :
Larry JohnVP Support and Services
RJS Software
Support and Product ResourcesHow to get the most out of the RJS
Tech Support Team
Support Coverage Overview Standard Support Plan Premium Support Plan
How to help yourself RJS Support site
How to help us help you How to contact RJS Support Types of information needed
Suport Tiers/Escalation Process“Product” support vs. “Project” supportRJS support tools – Current and Future
Agenda
“Standard” Support Plan Support Hours: 8 AM – 5 PM Monday-Friday (excluding holidays) Full access to RJS Support site Free upgrades of covered software products – Services extra
“Premium” Support Plan Support Hours: 8 AM – 5 PM Monday-Friday (excluding holidays) 24x7 Support – Critical/System Down issues Priority response Full access to RJS Support site Free upgrades of covered software products – Services extra
RJS Support Plans
Product Pages Documentation Tutorials Installation/Upgrade steps Revision history
Knowledge Base Easy Search Problem/Resolution articles
Rotating Banner – New Product Announcements and Hot Topics
Ways to help yourself using RJS Support Site
Ways to help yourself using RJS Support Site (cont.)
Ways to help yourself using RJS Support Site (cont.)
Ways to help yourself using RJS Support Site (cont.)
Ways to help yourself using RJS Support Site (cont.)
Ways to help yourself using RJS Support Site (cont.)
Ways to help yourself using RJS Support Site (cont.)
Ways to help yourself using RJS Support Site (cont.)
Ways to help yourself using RJS Support Site (cont.)
Product Pages Documentation Tutorials Installation/Upgrade steps Revision history
Knowledge Base Easy Search Problem/Resolution articles
Rotating Banner – New Product Announcements and Hot Topics
Ways to help yourself using RJS Support Site (cont.)
Ways to help yourself using RJS Support Site (cont.)
Ways to help yourself using RJS Support Site (cont.)
Ways to help yourself using RJS Support Site (cont.)
Ways to help yourself using RJS Support Site (cont.)
Ways to help yourself using RJS Support Site (cont.)
More information is betterThings to provide when submitting trouble ticket
Severity of problem (i.e., intermittent, non-critical, system or production down) Screenshot or exact error message Error log (or snippet of log pertaining to error) Exact product name (many products have similar names) Software version Exact steps to reproduce error Information on what may have changed
Have access to the client PC and Server
Ways to help us help you
Submitting Trouble Ticket
Ways to help us help you (cont.)
Submitting Trouble Ticket Email us – [email protected] Email link from RJS Support Site
Ways to help us help you (cont.)
Submitting Trouble Ticket Email us – [email protected] Email link from RJS Support Site Call us – 888-RJSSOFT (757-7638)
Ways to help us help you (cont.)
Ways to help us help you (cont.)
Support Tiers and Escalation Process
Front Desk – Field all support phone calls. They address base questions such as license codes, download links, support site questions, etc. If more technical help required they will forward to Level 1 Support. Level 1 Support – This is our base line support group. They are extensively and routinely trained on all technical aspects of our software product line. Most support tickets are handled by this group. If they reach a point where they are not making significant progress on an issue, they will escalate the ticket to Level 2 Support. Escalation typically occurs within 1 hour. Level 2 Support – A Level 2 Support member is someone who has worked on our support team for over 2 years and has advanced experience and knowledge of our products. They are typically members of our Professional Services or Software Development groups. If they reach a point where adequate progress is not being made, they will escalate the ticket to Level 3 Support. Escalation typically occurs within 1-2 hours. Level 3 Support – A Level 3 support member is typically a Software Application Engineer that has done development on this particular product or similar product. They will stay with the ticket until it is fully resolved.
“Product” support vs. “Project” support
Product Support Primarily used after project
completion Covered under software
maintenance agreement Time typically not billed (training
and upgrade services available)
Project Support Primarily used during project
implementation Support performed by PSE typically
billed against project hours Product issues directed to support
team are covered by maintenance agreement
inContact (CRM) Contact information License/Maintenance Review notes from Account Manager and Finance
Fusion Support ticket management Communication between support and customer Interoffice communication Ticket escalation Portal where customers can create, view, and manage their support tickets (Future)
RJS Support Tools – Current and Future
GoToMeeting Web conferencing Remote access to customer systems Used for troubleshooting, installations, and upgrades
RJS Support Site Documentation Knowledgebase Installation and Upgrade Instructions Tutorials/Videos Revision History Subscribe to RSS notifications when new releases are available (future)
RJS Support Tools – Current and Future (cont.)
Questions and Answers
