eFolder Expert Series Webinar - Quick Tips for Interacting with Technical Support
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When it comes to day-to-day business operations, MSPs have one common goal: fewer headaches. During this webinar, eFolder will share some priceless tips on interacting with tech support, giving you the insight you need to resolve technical problems quickly, efficiently, and painlessly.
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eFolder Expert Series Webinar - Quick Tips for Interacting with Technical Support
- 1. Disaster Recovery Support © 2015 eFolder, Inc. All Rights Reserved.1
- 2. Quick Tips for Interacting with Technical Support Courtney Durler Community Coordinator cdurler@efolder.net 678-888-0700 x168
- 3. Agenda • Expert Introduction • Common Tech Support Issues • Correct Ticket Submission • Common Ticket Types • Setting Expectations • Additional Tips • Questions and Discussion © 2015 eFolder, Inc. All Rights Reserved.3
- 4. WelcomeTom Brown! © 2015 eFolder, Inc. All Rights Reserved.4 • Located in Daytona Beach, FL • Team Member since May 2013 • Has experience as a database programmer, network engineer, and systems administrator • StorageCraft Team Lead & Certified Engineer • Loves cooking, Kayak fishing, exercising, and spending time with his grandkids Tom Brown Technical Support, eFolder
- 5. Expert Introduction © 2015 eFolder, Inc. All Rights Reserved.5
- 6. eFolder Support © 2015 eFolder, Inc. All Rights Reserved.6
- 7. Common Tech Support Issues
- 8. CommonTech Support Issues © 2015 eFolder, Inc. All Rights Reserved.8 • Partial product training for partners • Unrealistic expectations • Inadequate information about the issue
- 10. What NOT to do © 2015 eFolder, Inc. All Rights Reserved.10 • Opening a support ticket without attempting to fix the problem first • Sending tickets with inadequate information about the problem • Leaving out contact information
- 11. Correct Steps to Submit a SupportTicket © 2015 eFolder, Inc. All Rights Reserved.11 Sources: How SMBs Use Social Media: 15 New Stats You Should Know. Sibley. Hubspot Blogs, 24 Feb. 2014. Web. 14 Dec. 2015. 1. Attempt to fix the issue yourself 2. Collect all relevant information needed about the issue 3. Email support@efolder.net, call 800-352-0248, Opt 2, Opt 1 4. OR submit ticket form here. 5. Provide complete troubleshooting information 6. Supply a severity for the call 7. Allow your support engineer ample time
- 12. BasicTicket Information • Account username • Account number or customer name • Core or Storage Node name • Application logs • Window’s event ID’s • Any other known details that could help remedy the problem quickly © 2015 eFolder, Inc. All Rights Reserved.12
- 14. eFolder Products © 2015 eFolder, Inc. All Rights Reserved.14
- 15. eFolder BDR Flavors © 2015 eFolder, Inc. All Rights Reserved.15
- 16. TicketTypes • “No current backup” • eFolder hardware issues • Down servers • Restoration and virtualization Quick tip: For customer service type tickets, i.e. billing, licensing, etc, please use the Customer Service selection when opening a ticket on the partner portal © 2015 eFolder, Inc. All Rights Reserved.16
- 17. Disaster Recovery Support © 2015 eFolder, Inc. All Rights Reserved.17
- 19. Ticket Priorities © 2015 eFolder, Inc. All Rights Reserved.19
- 20. Ticket Escalation © 2015 eFolder, Inc. All Rights Reserved.20
- 21. Tips fromTom © 2015 eFolder, Inc. All Rights Reserved.21 • Partner technician must be present and remoted in for all service calls • Support calls will not be scheduled outside of normal business hours • Keep it professional and courteous
- 23. Thank you! Courtney Durler Community Coordinator cdurler@efolder.net 678-888-0700 x168