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I read a comment
that someone wasn't pleased with helpline's response time. The response you get
seems to vary from technician to technician, and some teams are busier than
others. One thing I've found helpful is to use the web page at http://www.ssax.com/clients to report my
incidents. It doesn't speed up my response time, but it serves a few other
purposes:
1) I get an
automatic e-mail response with an incident # that I can file in a folder to help
keep track of my open incidents. I'm always loosing notes and stuff that I
scribble on post-it notes and this really helps keep it organized and
cataloged.
2) I can give the
technician a longer and more accurate description of my problem than I
could on voice mail or trying to describe it to their
screener.
3) If I have
supporting docs or files that I want to send, I can instruct to technician to
immediately sent me an e-mail to which I can respond and attach my
docs.
4) I have good
documentation of when the problem was reported, how long it took to get a
response, good record of helpline history, etc.
Hope someone finds
this helpful.
George Sagen
PrimeSource Technologies
7373 East Doubletree Ranch Road
Suite 150
Scottsdale, AZ 85258
(801)360-6360 Direct & VM
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