At EventPro Software Support, we are dedicated to providing high-quality, fast and effective Support.
To ensure that all clients receive the highest quality of service in the fastest time possible, EventPro Software Support has reviewed and revamped its procedures. Beginning May 10, 2010, all incoming support issues will be routed through a Support Receptionist and entered into a Support Queue before being assigned to a Technical Support Representative, as follows:
You report an issue to Support via phone call, voice message or email. Support Receptionists closely monitor all incoming communications during Support Hours. Voice mails and emails receive the same response time as a call answered directly by a Support Receptionist.
A Support Receptionist records the details of your issue. He or she creates a Support Case for your issue, assigns an HQ Number to it, and emails you the HQ Number for the case within 1 to 2 hours (during Support Hours).
The Support Case is entered into the Support Queue.
Technical Support Representatives are assigned Support Cases out of the Support Queue in the order that the cases were received.
The assigned Technical Support Representative will work to resolve your case as soon as possible. He or she may need to work with you over the phone or through GoToMeeting to find a resolution.
The Technical Support Representative will contact you with the resolution for your issue. If an immediate resolution is not available, the Technical Support Representative will begin troubleshooting the issue with your assistance. If you prefer a phone call, please tell the Support Receptionist when first reporting your issue.
Due to the sophisticated and unpredictable nature of computers, we cannot predict the time required to resolve an issue, but our Support Team wants to solve your issues as soon as possible.
The most important point to note is that your issue will receive the same prompt and dedicated attention from our Support team whether you call, email or leave a voice mail. Emails are checked several times per hour, and voice mails are automatically converted into emails by our phone system so that they receive equal attention.
This new procedure ensures the best quality of service for each support issue. Support Receptionists will monitor and organize the intake of support requests so that Technical Support Representatives can dedicate their full energy and attention to resolving technical support issues as quickly as possible. This does not mean you are stuck talking to an automated phone service! If you want to speak with a real person, our Technical Support Representatives will be happy to return your call and guide you through the issue resolution.
If you have any questions about our new support procedures, please contact us at Support@EventPro.net or (306) 975-3737 (press 2).
Did you know that there are several self-help Support Resources available around the clock on our website?
You may be able to find your question in our Frequently Asked Questions (FAQs) or Newsletters. You can also check our fully comprehensive User Manual. The User Manual describes how to use the software step-by-step with illustrative screenshots. It also has an extensive Index and a Search function to help you find the information you need.
Update to the latest version of EventPro to continue receiving the maximum benefits from the software. Remember, to receive updates a current Upgrade Protection Plan is required. If your Upgrade Protection Plan has lapsed, contact our Sales Department at Sales@EventPro.net or (306) 975-3737 (press 1 for Sales).
Learn more about the latest release of EventPro by reading the article "Software Update" in the latest issue of the EventPro Connection.
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