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30 Minutes with ReadSoft Working with Support - June 21 2011

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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:///readsoft.net/support<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 tosupport-us@readsoft.com<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 />

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