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QE2G2 <br />Certified <br />local Con[vn[ <br />Call Process <br />All issues or questions reported to support are tracked via a support call. Support analysts cannot <br />provide assistance unless a support call is logged. The current process for logging calls includes <br />the following: eSupport (via website), email, phone and fax. <br />• Each call must contain at a minimum: the Licensee name, contact person, software <br />product and version, module and/or menu selection, nature of issue, detailed description <br />of its question or issue and any other pertinent information. <br />• The support system or one of the support analysts will provide the Licensee with a call <br />i.d. to track the issue and the call will be logged into a support tracking database. <br />• Each call will be stored in a queue and the first available support representative will be <br />assigned to deal with the issue. <br />• As the support representative assigned to the call investigates the issue, the Licensee will <br />be contacted and advised as to where the issue stands and the course of action that will be <br />taken for resolution. If the support analyst requires additional information, he /she will <br />contact the Licensee to obtain the information required. <br />• All correspondence and actions associated with a call will be tracked in the support <br />database. At any time, if available to the Licensee, the Licensee may log onto the <br />E2G2's website to see the status of each call. <br />• Once the call has been resolved, the Licensee will receive an automated notification by <br />email that the call has been closed. This email will contain the entire event history of the <br />call from the time the call was created and leading up to the resolution of the call. The <br />Licensee also has the option of viewing both open and closed calls, if available to the <br />Licensee, via the E2G2's website. <br />• If the issue needs to be escalated to a development resource or programmer for <br />resolution, the issue will be logged into a development tracking database and the <br />Licensee will be provided with a separate i.d. number to track the progress of the issue. <br />At this time, the support call will be closed and replaced by the development i.d. number. <br />The development i.d. number will remain open until the issue has been completely <br />resolved. Issues escalated to development will be scheduled for resolution and may not <br />be resolved immediately depending on the nature and complexity of the issue. <br />• The Licensee may contact the support department at its convenience for a status update <br />on its development issues, or log onto the E2G2's website (if available to the Licensee) to <br />view issues on -line. <br />Escalation Process <br />17 <br />