The truth is technology has become a huge part of our daily lives. With computers, phones, and smart remotes, things will and do go wrong that we are unable to fix ourselves.
Having worked many years on both sides of tech support, I found that how the end user communicates their issue is critically important to a quick resolution. End users are now more computer-literate than ever before. They can use that to help make the support experience better.
In most support cases, you can help us help you.
The ActiveDocs Support Team considers support to be an integral part of our product. We pride ourselves on delivering an outstanding service to every one of our clients.
Our support team is responsive and agile to give you the quickest, most efficient guidance, whenever you need it.
By following the suggestions below, you will provide specific details about your problem. This is key to getting your support request solved quickly.
Before submitting a case to ActiveDocs Support, check out these options:
It's a good idea to follow Support case protocol:
What to include in your email to Support when you open a case:
Opening a case with as much detail as possible really speeds up the process and eliminates frustration. Simply documenting the steps that produce the issue, and then adding the details about your environment, can help us identify the right solution.
Following up on your case:
Support is an integral part of any software experience.
Having an expert readily available saves time and money. While the experience may not be as enjoyable as your morning coffee, following the tips above can make this process much smoother.
As a current ActiveDocs Software Assurance customer, you can get support right now. We aim to respond within two hours, and guarantee to get back to you within 24 hours. We look forward to working with you, and helping you get the most out of our software.
Software Support Engineer
Stacy has been with ActiveDocs for two years and works out of our US office. She has 20 years of IT experience, and enjoys working with new technologies and engaging with end users. Before joining the ActiveDocs Support Team, she had worked in IT roles across a variety of industries including publishing, legal, and the financial services sectors.