Each reported Maintenance Support request is logged as an incident and given a unique identification number for reference and tracking. After an incident is logged, it is assigned to a Level 1 Technical Support Specialist dedicated to the incident until is it resolved. If the Level 1 Technical Specialist is unable to solve the problem, the incident is escalated to a Level 2 Technical Specialist.
The Maintenance Support Group is available during normal business hours of Monday through Friday, 8:00 AM to 5:00 PM for the principal period of maintenance. For customers who need to contact the Maintenance Support Group during normal business hours, fax and e-mail support are available providing multiple avenues for customers to submit their requests. Requests are received 24 hours a day, 7 days a week and are logged and assigned to a technical specialist that day or the next business day depending upon the contractual agreement with the customer.
Requests for support should contain detailed information about your technical issue. To help expedite a solution, technical specialists need information that includes which Quick Modules application and hardware is associated with the problem. The assigned technical specialist will review the problem and respond by telephone or e-mail.