Presented by :
Larry John
VP Support and Services
RJS Software
Support and Product Resources
How to get the most out of th...
 Support Coverage Overview
 Standard Support Plan
 Premium Support Plan
 How to help yourself
 RJS Support site
 How...
 “Standard” Support Plan
 Support Hours: 8 AM – 5 PM Monday-Friday (excluding holidays)
 Full access to RJS Support sit...
 Product Pages
 Documentation
 Tutorials
 Installation/Upgrade steps
 Revision history
 Knowledge Base
 Easy Search...
Ways to help yourself using RJS Support Site (cont.)
Ways to help yourself using RJS Support Site (cont.)
Ways to help yourself using RJS Support Site (cont.)
Ways to help yourself using RJS Support Site (cont.)
Ways to help yourself using RJS Support Site (cont.)
Ways to help yourself using RJS Support Site (cont.)
Ways to help yourself using RJS Support Site (cont.)
Ways to help yourself using RJS Support Site (cont.)
 Product Pages
 Documentation
 Tutorials
 Installation/Upgrade steps
 Revision history
 Knowledge Base
 Easy Search...
Ways to help yourself using RJS Support Site (cont.)
Ways to help yourself using RJS Support Site (cont.)
Ways to help yourself using RJS Support Site (cont.)
Ways to help yourself using RJS Support Site (cont.)
Ways to help yourself using RJS Support Site (cont.)
 More information is better
 Things to provide when submitting trouble ticket
 Severity of problem (i.e., intermittent,...
 Submitting Trouble Ticket
Ways to help us help you (cont.)
 Submitting Trouble Ticket
 Email us – support@rjssoftware.com
Ways to help us help you (cont.)
 Submitting Trouble Ticket
 Email us – support@rjssoftware.com
 Email link from RJS Support Site
Ways to help us help y...
 Submitting Trouble Ticket
 Email us – support@rjssoftware.com
 Email link from RJS Support Site
 Call us – 888-RJSSOF...
Ways to help us help you (cont.)
Support Tiers and Escalation Process
Front Desk – Field all support phone calls. They address base questions such as
licen...
“Product” support vs. “Project” support
Product Support
 Primarily used after project
completion
 Covered under software...
 inContact (CRM)
 Contact information
 License/Maintenance
 Review notes from Account Manager and Finance
 Fusion
 S...
 GoToMeeting
 Web conferencing
 Remote access to customer systems
 Used for troubleshooting, installations, and upgrad...
Questions and Answers
Learn More
Contact:
Larry John
RJS Software Systems
larry@rjssoftware.com
or
888-RJS-SOFT or 952-736-5800
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How to Help Yourself and Get the Most out of the RJS Tech Support Team

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Learn about the plethora of resources at your disposal to educate yourself about RJS products or troubleshoot and solve any technical issues you may have. You'll learn how best to use our Support Center, supporting documentation and resources, and our Tech Support team.

Visit the RJS online support center: http://support.rjssoftware.com/

Learn more about RJS Software Systems: http://www.rjssoftware.com/

Published in: Technology, Business
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Transcript of "How to Help Yourself and Get the Most out of the RJS Tech Support Team"

  1. 1. Presented by : Larry John VP Support and Services RJS Software Support and Product Resources How to get the most out of the RJS Tech Support Team
  2. 2.  Support Coverage Overview  Standard Support Plan  Premium Support Plan  How to help yourself  RJS Support site  How to help us help you  How to contact RJS Support  Types of information needed  Suport Tiers/Escalation Process  “Product” support vs. “Project” support  RJS support tools – Current and Future Agenda
  3. 3.  “Standard” Support Plan  Support Hours: 8 AM – 5 PM Monday-Friday (excluding holidays)  Full access to RJS Support site  Free upgrades of covered software products – Services extra  “Premium” Support Plan  Support Hours: 8 AM – 5 PM Monday-Friday (excluding holidays)  24x7 Support – Critical/System Down issues  Priority response  Full access to RJS Support site  Free upgrades of covered software products – Services extra RJS Support Plans
  4. 4.  Product Pages  Documentation  Tutorials  Installation/Upgrade steps  Revision history  Knowledge Base  Easy Search  Problem/Resolution articles  Rotating Banner – New Product Announcements and Hot Topics Ways to help yourself using RJS Support Site
  5. 5. Ways to help yourself using RJS Support Site (cont.)
  6. 6. Ways to help yourself using RJS Support Site (cont.)
  7. 7. Ways to help yourself using RJS Support Site (cont.)
  8. 8. Ways to help yourself using RJS Support Site (cont.)
  9. 9. Ways to help yourself using RJS Support Site (cont.)
  10. 10. Ways to help yourself using RJS Support Site (cont.)
  11. 11. Ways to help yourself using RJS Support Site (cont.)
  12. 12. Ways to help yourself using RJS Support Site (cont.)
  13. 13.  Product Pages  Documentation  Tutorials  Installation/Upgrade steps  Revision history  Knowledge Base  Easy Search  Problem/Resolution articles  Rotating Banner – New Product Announcements and Hot Topics Ways to help yourself using RJS Support Site (cont.)
  14. 14. Ways to help yourself using RJS Support Site (cont.)
  15. 15. Ways to help yourself using RJS Support Site (cont.)
  16. 16. Ways to help yourself using RJS Support Site (cont.)
  17. 17. Ways to help yourself using RJS Support Site (cont.)
  18. 18. Ways to help yourself using RJS Support Site (cont.)
  19. 19.  More information is better  Things to provide when submitting trouble ticket  Severity of problem (i.e., intermittent, non-critical, system or production down)  Screenshot or exact error message  Error log (or snippet of log pertaining to error)  Exact product name (many products have similar names)  Software version  Exact steps to reproduce error  Information on what may have changed  Have access to the client PC and Server Ways to help us help you
  20. 20.  Submitting Trouble Ticket Ways to help us help you (cont.)
  21. 21.  Submitting Trouble Ticket  Email us – support@rjssoftware.com Ways to help us help you (cont.)
  22. 22.  Submitting Trouble Ticket  Email us – support@rjssoftware.com  Email link from RJS Support Site Ways to help us help you (cont.)
  23. 23.  Submitting Trouble Ticket  Email us – support@rjssoftware.com  Email link from RJS Support Site  Call us – 888-RJSSOFT (757-7638) Ways to help us help you (cont.)
  24. 24. Ways to help us help you (cont.)
  25. 25. Support Tiers and Escalation Process Front Desk – Field all support phone calls. They address base questions such as license codes, download links, support site questions, etc. If more technical help required they will forward to Level 1 Support. Level 1 Support – This is our base line support group. They are extensively and routinely trained on all technical aspects of our software product line. Most support tickets are handled by this group. If they reach a point where they are not making significant progress on an issue, they will escalate the ticket to Level 2 Support. Escalation typically occurs within 1 hour. Level 2 Support – A Level 2 Support member is someone who has worked on our support team for over 2 years and has advanced experience and knowledge of our products. They are typically members of our Professional Services or Software Development groups. If they reach a point where adequate progress is not being made, they will escalate the ticket to Level 3 Support. Escalation typically occurs within 1-2 hours. Level 3 Support – A Level 3 support member is typically a Software Application Engineer that has done development on this particular product or similar product. They will stay with the ticket until it is fully resolved.
  26. 26. “Product” support vs. “Project” support Product Support  Primarily used after project completion  Covered under software maintenance agreement  Time typically not billed (training and upgrade services available) Project Support  Primarily used during project implementation  Support performed by PSE typically billed against project hours  Product issues directed to support team are covered by maintenance agreement
  27. 27.  inContact (CRM)  Contact information  License/Maintenance  Review notes from Account Manager and Finance  Fusion  Support ticket management  Communication between support and customer  Interoffice communication  Ticket escalation  Portal where customers can create, view, and manage their support tickets (Future) RJS Support Tools – Current and Future
  28. 28.  GoToMeeting  Web conferencing  Remote access to customer systems  Used for troubleshooting, installations, and upgrades  RJS Support Site  Documentation  Knowledgebase  Installation and Upgrade Instructions  Tutorials/Videos  Revision History  Subscribe to RSS notifications when new releases are available (future) RJS Support Tools – Current and Future (cont.)
  29. 29. Questions and Answers
  30. 30. Learn More Contact: Larry John RJS Software Systems larry@rjssoftware.com or 888-RJS-SOFT or 952-736-5800
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