If you call on the phone and within the first few seconds the connection with the technical support employee did not happen, this does not mean that no one is at home. Our clients do not have to wait for a connection longer than 1 minute, because we make sure that a sufficient number of specialists are on duty at any time to provide assistance. Just wait a few seconds and do not drop the connection, and we will definitely answer.
If you wrote a message, but no one answered within a minute, please don't worry. The statistics that we have at our disposal shows that the first response to a message sent to the technical support service, we give within 13 minutes after its receipt. However, sometimes it happens that 5 minutes is enough for us to complete the task in full, and sometimes it takes some time to get into all the details, but we definitely won't have to wait longer than the 60 minutes guaranteed by us. If there is a need to promptly clarify the status of a particular application - do not hesitate to call us, we will be happy to provide comprehensive information on the progress of work and approximate deadlines.
Why it is important
Certainty reduces anxiety, and also allows you to predict and plan further events and actions.
"Who are you, Mr. X?"
Of course, our processing system contains the contact details of all customers, so we can almost always immediately identify the contract number in question by e-mail. But there are situations in which it is not so easy to guess which of our services we are talking about. This happens when:
the same address is registered as the address of the contact person for several contracts or if several different services operate within the same contract, for example, several different virtual servers (and guess which server we are talking about);
if the address from which the request was received is not registered at all as the address of the contact person (it happens that a person has many different addresses, the contract is registered for one, but the person writes from another).
To avoid confusion, additional questions and, as a result, all the same loss of precious time, please use the addresses that are registered in contracts as addresses of contact persons when sending an e-mail. And if you feel that it will not be superfluous to clarify which of the services we are talking about, help us identify it, for example, by specifying the IP address or domain name of the server or website in question.
The contract number, company name, EDRPOU code, director's surname, mother's maiden name, and other information can also be useful, but an IP address or domain name will provide much better pointing accuracy.
If you are not an authorized contact at all, no problem. We will still be happy to provide advice, fix a problem if it is of a general nature, or request permission from your contact person to make changes. You cannot make any changes upon request from an address that is not listed in the contact list. We suspect that you yourself would not want any changes to the configuration of your services to be made at the request of a person whom you have not authorized.
Why is it important
In some cases, this will allow us to quickly and more accurately identify the service in question, and, as a result, eliminate ambiguity. And this, in turn, will allow both to save the client's time and to exclude making mistakes.
Rights and powers are the cornerstone issue of information security. And it is important not only whether the user who applied to us is endowed with the appropriate powers, but also whether we have the appropriate rights.
I must say that we have no right to intrude on the data that belongs to the client. At the same time, in order to ensure a reliable level of confidentiality, for most of the services we provide, we also do not have the technical ability to gain access to confidential information. As soon as we transfer the passwords for the accounts, we immediately delete these passwords from our media. And the user, if he took our urgent recommendations into account, independently changes these passwords in order to eliminate the likelihood of their leakage. This means that even if we want to, we will no longer be able to log into the user's operating system and see what is happening inside the black box.
We ask you to keep this aspect in mind. Of course, if the situation is critical, we will be happy to help you figure it out, even if the operation of the software on the client's server is outside our responsibility, but without having access details, we will not be able to do this even if we wanted to.
So that we not only have the opportunity to always log into the system with administrative rights, but also regularly perform routine maintenance and constantly monitor the most significant indicators to prevent the occurrence of certain incidents, we recommend that you pay attention to the server administration service . It significantly expands our powers and responsibilities.
Why is it important service desk analyst job description
Having the rights to interfere with the operation of the software gives us the opportunity to be responsible not only for the operation of the virtual machine, but also for the functioning of the system software inside it.
Provide as much information as possible
The more information we receive about the manifestation of the problem, the less clarifying questions we will ask and, as a result, we will be able to help faster.
We strive to understand each of the clients at a glance, accumulating and organizing information about each request, but sometimes the message “I've got it all broken” is not enough to guess what it is about.
The problem message may contain the following information:
information about exactly when the phenomenon was observed ("the clock on the tower struck noon"),
a description of the actions to be performed (“I went to the door, inserted the key into the lock and tried to turn it counterclockwise”),
a description of the expected result (“the key should have turned, and the door should have opened”),
description of the result obtained ("the key did not turn, I could not open the door"),
additional information (“this already happened once, then I pulled out the key, spat three times over my left shoulder, whistled into the keyhole, tried again, the door opened, but this time it did not help”).
The more data we get, the more complete the picture we will be able to compose, as a result - the less clarifications will be needed. Bug reports, screenshots, any third-party comments, shells on the floor and butts in an ashtray - any piece of information will be helpful as it will allow us to better understand what exactly happened and why.
If possible, please give us the opportunity to independently test the entire sequence of actions. It may well be that we will have to do this several times in order to carefully examine all the details of what is happening. If this requires logging into a system that we do not have access to (for example, you need to get into the control panel of the website or on the desktop of a specific user) - please provide us with the access details. If some of the procedures that will need to be performed to reproduce the situation are not completely obvious to a person who is not a specialist at your level in a particular area, we would also be very grateful for a short cheat sheet.
Why is it important
A detailed description will reduce the number of clarifying questions from our side and, as a result, will speed up the solution of the problem.
Keep Calm and everything will be fine
When something unexpected, incomprehensible, and possibly even unpleasant happens, sometimes the first emotional reaction is the desire to look for the culprit instead of solutions. And if this is something not working in the cloud, then it seems logical to assume that the provider has stratified. Nevertheless, statistics show that most often this is not the case, and the vast majority of problems occur inside user systems, to which we do not even have access. Of course, wherever there is pain, we are always ready to eliminate it or help to sort it out and we will do it in any, even the most extreme, situation. But nevertheless, an unbiased and polite treatment has a chance to be processed more efficiently and efficiently, as it leaves the mind of the engineer on duty sober and the heart hot.
Believe me, we are already very much interested in solving all incoming requests, we always work conscientiously and try to solve each problem as quickly and as efficiently as possible. Do not rush us, trust us and everyone will be happy.
Why is it important
A kind word is pleasant to the cat, but we are still cats. We sincerely want you to be good, comfortable and productive with us, you worked happily ever after and regularly recommended us to those you wish well. To work this way helps the inner need to do everything in this life in the best possible way and regular positive feedback. In general, treat us with care, and we will bring you even more benefit.
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