Contacting Support - Revision history

Mike Lunn: /* Opening a Support Ticket */

2014-02-07T21:19:53Z

Opening a Support Ticket

Mike Lunn: /* Reproduce the Issue */

2013-07-30T19:09:20Z

Reproduce the Issue

Mike Lunn at 19:08, 30 July 2013

2013-07-30T19:08:58Z

Mike Lunn: /* Opening a Support Ticket */

2013-07-30T19:00:01Z

Opening a Support Ticket

Mike Lunn at 18:59, 30 July 2013

2013-07-30T18:59:32Z

Mike Lunn at 18:50, 30 July 2013

2013-07-30T18:50:50Z

Mike Lunn: /* Check Firmware and Software for current version */

2013-07-30T17:36:15Z

Check Firmware and Software for current version

Mike Lunn at 17:35, 30 July 2013

2013-07-30T17:35:54Z

Mike Lunn at 17:35, 30 July 2013

2013-07-30T17:35:34Z

Mike Lunn: Created page with "When a customer reports an issue, you want to resolve it as soon as possible. In order to do this, its important to ask the right questions and have the right tools so y..."

2013-07-30T14:59:04Z

Created page with "When a customer reports an issue, you want to resolve it as soon as possible. In order to do this, its important to ask the right questions and have the right tools so y..."

New page

When a customer reports an issue, you want to resolve it as soon as possible.  In order to do this, its important to ask the right questions and have the right tools so you  can get them up and running as soon as possible.

==Reproduce the Issue==

When an issue is reported, its important to reproduce it so you know what steps are required to make it happen so that we here at IPitomy tech support can drill down to the cause and find a solution.

*Ask the end user the right questions to determine what the problem is – you are our eyes and ears (may need to observe end user)
*Verify that the issue does in fact occur yourself
*Note the frequency of the issue (e.g., 1/10, 3/10, 10/10 etc.)
*Note precise facts and steps for Tech Support to reproduce the issue

==Check Firmware and Software for current version==
*Note version of device experiencing the issue
*Read all firmware release notes from the device’s version to current, looking for a resolution to the issue
**Phone Release Notes: http://wiki.ipitomy.com/index.php/HD_Phone_Firmware_Release_Notes
**PBX Release Notes: http://wiki.ipitomy.com/wiki/IPitomy_PBX_Software_Release_Notes
*Upgrade to newer firmware if a solution exists
*At times, even if a solution is not indicated, upgrading is the best practice before opening a support ticket

{| style="width: 500px" border="1" cellpadding="1" cellspacing="1"
|-
| style="text-align: center" | '''Contact Via '''
| style="text-align: center" | '''Objective '''
|-
| (941)306-2200 (press 2 at the menu) 
| If you have an immediate problem or an emergency that requires the quickest response time, call into support 
|-
| support@ipitomy.com 
| Emailing this address will start a ticket.  M-F IPitomy techs will get back to you as soon as they can.  Typically this is less than 24hrs.  
|-
| ipsupport@ipitomy.com 
| Use this address when you need to get information to us but do not need to open a new ticket.  Typically you will do this when you are at the customer site but you don't have access to your work email which you used to start the ticket.  This will eliminate needing to hunt through multiple tickets to get all the information. 
|}

@@ Line 26: / Line 26: @@
 ==Opening a Support Ticket==
 If the previous steps have not resolved your issue, its a good time to contact support.  To ensure your issue can be solved as quickly as possible, be prepared to provide the following:
 *Tech Name, Dealer Name, Additional Contact Information (tech cell, email)

← Older revision		Revision as of 19:08, 30 July 2013
Line 1:		Line 1:
−	When a customer reports an issue, you want to resolve it as soon as possible. In order to do this, its important to ask the right questions and have the right tools so you can get them up and running ~~as soon as possible~~.	+	When a customer reports an issue, you want to resolve it as soon as possible. In order to do this, its important to ask the right questions and have the right tools so you can get them up and running.

	==Reproduce the Issue==		==Reproduce the Issue==

@@ Line 36: / Line 36: @@
 *Facts and steps to reproduce the issue
 *Your existing ticket number if you have already contacted Tech Support about this issue
 {| style="width: 500px" border="1" cellpadding="1" cellspacing="1"

← Older revision		Revision as of 18:59, 30 July 2013
Line 51:		Line 51:
	\| Use this address when you need to get information to us but do not need to open a new ticket.  Typically you will do this when you are at the customer site but you don't have access to your work email which you used to start the ticket.  This will eliminate needing to hunt through multiple tickets to get all the information. <br/>		\| Use this address when you need to get information to us but do not need to open a new ticket.  Typically you will do this when you are at the customer site but you don't have access to your work email which you used to start the ticket.  This will eliminate needing to hunt through multiple tickets to get all the information. <br/>
	\|}		\|}
		+
		+	==Ways to Slow Down the Tech Support Process==
		+
		+	*Forward a vague email direct from your end user
		+	*Call in to tech support while not available to assist with troubleshooting
		+	*Not knowing the IP address or login credentials for remote admin
		+	*Not having SSH/Telnet access for tech support
		+	*Not having reproduced the issue yourself
		+	**End users are not IPitomy pros. Often times they report a symptom due to the fact that they have not been adequately trained.
		+	**End user reported symptoms have a root cause that needs to be addressed
		+	*Not remembering the basics when contacting tech support
		+	**Butt sets are needed to test analog lines
		+	**Alternate router, switch, and cabling are helpful to ensure the physical components are in working order
		+	*Not following the recommended steps provided by Tech Support

@@ Line 25: / Line 25: @@
 | style="text-align: center" | '''Objective<br/>'''
 |-
-| (941)306-2200 (press 2 at the menu)<br/>
+| (941)306-2200 (press 2 at the menu for support)<br/>
 | If you have an immediate problem or an emergency that requires the quickest response time, call into support<br/>
 |-

@@ Line 3: / Line 3: @@
 ==Reproduce the Issue==
-When an issue is reported, its important to reproduce it so you know what steps are required to make it happen so that we here at IPitomy tech support can drill down to the cause and find a solution.
+When an issue is reported, its important to reproduce it so you know what steps are required to make it happen so that we here at IPitomy Tech Support can drill down to the cause and find a solution.
 *Ask the end user the right questions to determine what the problem is – you are our eyes and ears (may need to observe end user)

@@ Line 11: / Line 11: @@
 ==Check Firmware and Software for current version==
 *Note version of device experiencing the issue
 *Read all firmware release notes from the device’s version to current, looking for a resolution to the issue
@@ Line 18: / Line 20: @@
 *At times, even if a solution is not indicated, upgrading is the best practice before opening a support ticket
 {| style="width: 500px" border="1" cellpadding="1" cellspacing="1"

← Older revision		Revision as of 17:35, 30 July 2013
Line 1:		Line 1:
−	When a customer reports an issue, you want to resolve it as soon as possible.~~ ~~ In order to do this, its important to ask the right questions and have the right tools so you can get them up and running as soon as possible.	+	When a customer reports an issue, you want to resolve it as soon as possible. In order to do this, its important to ask the right questions and have the right tools so you can get them up and running as soon as possible.

	==Reproduce the Issue==		==Reproduce the Issue==