Technical Support Experience

Technical Support Experience technical_support_experience technical_support_experience support pdf ds

: Guides Technical Support Experience technical_support_experience pdf asi

Open the PDF directly: View PDF .
Page Count: 2

Understanding Your Problem

In the initial stage of a technical support case, there are several pieces

of information your technician will capture. Having this information

available before you contact Advanced Solutions Technical Support will

reduce the amount of time our staff spends in research, as well as

minimize the time the issue is impacting your operations. Consider the

following before contacting Technical Support:

• When did the problem occur?

• Does the problem affect multiple users?

• In what product version did the problem occur?

• Where in the application did the problem occur?

• Is an error message being displayed? If so, what are the specific

error messages?

• What were you trying to do when the problem occurred?

• Is this the first time you’ve encountered this problem?

• What impact does the problem have on your business?

Contacting Technical Support

There are four ways to reach Advanced Solutions Technical Support:

All phone calls are answered by a live Advanced Solutions

representative. (Phone and Customer Portal contact options are

limited to Platinum and Enterprise Support customers.)

• Email - Support@AdvancedSolutions.com

• Online Form - www.Advancedsolutions.com/SupportRequest

• Phone - 1-877-GET-ASI-1 (1-877-438-2741)

• Customer Portal - www.AdvancedSolutions.com/CustomerPortal

Resolving Your Case

Support calls are processed in the order in which they are received.

Our goal is to contact Basic Support clients within four (4) hours and

Platinum/Enterprise support customers within two (2) hours. Case

resolution time varies depending on the nature and

complexity of the problem. No case is turned away,

no matter how difficult the issue.

Advanced Solutions

provides a variety of

technical support

offerings to help our

customers implement

Autodesk solutions faster,

maximize productivity,

and minimize downtime.

Our Technical Support

team is knowledgeable

and eager to assist with

your installation and

support issues.

We are committed to

providing quality

customer service and

resolving your support

needs efficiently and

effectively.

The Advanced Solutions Technical Support

Experience:

www.AdvancedSolutions.com/Support

1-877-GET-ASI-1

DESIGN SOFTWARE

Platinum Partner

What to expect when you have a technical issue

Technical Support Case Workflow

Using the Customer Portal

Want to monitor the progress of your case without having to call or email? Platinum and Enterprise Support

clients can do so using the Customer Portal. Enter new support requests or keep an eye on existing cases, all in

one place.

Signing up for Customer Portal access is easy. Send an email to CustomerPortal@AdvancedSolutions.com and a

login will be provided by email. Login at www.AdvancedSolutions.com/CustomerPortal. After logging in, the main

screen will display calls opened for your company.

In addition to monitoring calls, you will

also be able to submit new support

requests. Click on the “New” button at

the top of the page to create a new

case.

When you’ve completed each field and

are satisfied enough information has been provided, click on “Save”. This automatically sends an email to

Support@AdvancedSolutions.com. At this point, a technician will pick up the issue and start working the case.

Record technical support case

Capture key pieces of information.

Acknowledge case with client

Confirm receipt of case.

provide case # and estimated resolution time.

Problem resolved?

Contact client with resolution.

Support survey sent.

Escalate case to advanced technician.

Decision Point

Problem unresolved?

Review case information

Case information reviewed.

Additional information requested as needed.

Troubleshoot problem

Pinpoint and explore issue.