Support
INxSQL Customer Support
| How does Customer Support Work?
|
|
INxSQL's Customer Support team is staffed with technical support
representatives who are ready to answer your software related questions.
Every call placed by your office to the Customer Support team on
the toll free support line, or sent via E-mail, is logged onto INxSQL's
Service Management - Service Board with your account number to create
a unique Work Order. The name of the person initiating the Work
Order is entered into the system and a brief description of the issue
or question.
After the Work Order is entered, an E-mail is sent out to the individual
who initially has the question or issue with the Work Order attached.
We request that you call the toll-free support line at (877) 446-9775
and/or E-mail your question or issue to us at
Support@inxsql.com. If you call
a direct dial number and leave a message, your message will not be passed
on to our entire support team, which could possibly cause a delay in
the resolution of your Work Order, and our response.
When using E-mail remember to always E-mail support. If you are E-mailing
one individual on the Support team, please remember to ALWAYS copy in
Support@inxsql.com. This will
ensure a timely and efficient response.
If the call is received during business hours, we will contact you
to communicate the date/time scheduled to work on your Work Order or
to update you on it's status and/or resolution. If the call or
E-mail is received after support hours, or on the weekend - we will
contact you on our next business day.
| Preparation before contacting Customer
Support |
|
To expedite the resolution of question, we ask that you gather as
much information as possible before contacting the Customer Support
team. When you can be prepared with the following information:
| 1. Contact person, the best time to contact, contact phone
if different than the mail company number. |
|
| 2. What version of the INxSQL program you are running.
This will be located in the upper left hand corner of your screen.
|
|
| 3. A detailed description of the problem, including any
error messages and keystrokes executed to duplicate the problem.
|
|
| 4. Any additional information that may be helpful, such
as screen shots, that can be E-mailed to
Support@inxsql.com
|
|
| 5. By providing us as much information as possible before
your Customer Support representative returns your call,
you help us to solve the problem as quickly as possible.
We can do preliminary research and minimize your time spent
waiting for a resolution. |
|
*** If your issue is a modification of
a form, or a training question (requiring more than 15 minutes
to answer) it may be a billable charge. Based on the amount
of time needed, we may have to schedule a session that will
allow us to adequately review your issue with you.
|
|
© 2010 INxSQL software