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Posted by Jeremy Snyder on 09-01-2017 12:41 PM

The world is not a perfect place.  Things do not always go according to plan, and sometimes things fall short of expectations or simply fail.  This is just as true in the software world as it is in life.  When software fails or fails to meet expectations, that is often where the dreaded support ticket is called upon to rectify the situation.

Just in case you’ve never experienced the process, creating a support ticket typically consists of either creating a ticket using our online support ticketing system, calling our support number, or through an email.  The more proactive you can be with providing information on what has been happening, the better the Access Support team will be in getting back to you with a potential solution.

Providing information that covers the following topics can help get your ticket processed by the Access Support team more quickly:

  •        Product & version currently being used
  •        Explanation of the issue
  •        Environment resources such as OS version, Processors, Memory, etc.
  •        Steps on how to reproduce the issue
  •        Actual Results
  •        Expected Results
  •        Supporting documents such as log files, error messages, screenshots, etc.

Our goal at Access is to always provide superior service in a timely fashion so that you, our customer and partner can realize the greatest value and experience from our products.  We greatly appreciate you as our customer and look forward to partnering with you in identifying and solving any issues or deficiencies in our products.

Thank you in advance for assisting us in serving you better!

Jeremy Snyder

Vice-President of Client Services


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