Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

30 Minutes with ReadSoft Working with Support - June 21 2011


Published on

Published in: Technology
  • Be the first to comment

  • Be the first to like this

30 Minutes with ReadSoft Working with Support - June 21 2011

  1. 1. Working with Support<br />
  2. 2. ReadSoft / Partner interactions<br />Presale Support = Mark Uranza, David Grundel<br />Demo / Presales product or configuration issues<br />Support<br />Product issue support for your project with Customer<br />Post go live 2nd line Support for your Customer - Escalation<br />
  3. 3. 2nd line support <br />ReadSoft supports the partner after the partner has… <br />Identified an issue with the customer<br />Replicated the issue in the customer’s environment and a test separate environment<br />Gathered all materials necessary for ReadSoft to replicate / troubleshoot the issue<br />
  4. 4. 2nd line support <br />Research the documentation or help files<br />Duplicate the Problem for fault isolation and testing purposes in a separate environment<br />Isolate the cause of the problem to the product level and identify the actions causing the Problem<br />Develop a solution or work-around for supported features based on knowledge of the product<br />If problem can be resolved then Partner will work with the Customer and close the call.<br />Closing the call includes documenting the key information and details of the call, including the technical solution and details of the Customer contact and service event<br />If it is determined that further expenditure of time is not likely to contribute to solving the Customer's Problem then Partner will elevate directly to ReadSoft<br />
  5. 5. Improving interaction with support<br />Be verbose and provide critical information on the issue:<br />Detailed description<br />Screen shots if they will help illustrate the problem <br />Log files , configuration files <br />don’t forget the log files and configuration files<br />Test images if issue is OCR / capture related<br />Describe what steps you have already taken to solve the issue<br />
  6. 6. Common issues reported<br />Overcoming training and knowledge curve<br />Capture kit / add on component configuration<br />Testing changes prior to deployment<br />Testing prior to upgrading environments<br />Partner developed customizations failing after upgrade<br />Integration with 3rd part archives after upgrades<br />
  7. 7. Communication channels<br />Support Web Portal<br />http:///<br />Preferred communication channel<br />Upload and download attachments<br />Helps you fill out important information<br />Overview of all support cases for your company<br />Email<br />Only new support issues should be reported<br />Updates to open cases can be done by replying to an email notification<br />Easy to forget important information such as version and priority<br />Phone<br />888-READSOFT <br />Preferred channel if you have production stop<br />
  8. 8. Working with Support<br />Thank you!<br />