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Support - Computer Support Policy
Thank you for choosing AccuDraft for your software needs. AccuDraft strives to supply its customers
with the highest level of customer service and support possible.
When you decided that AccuDraft’s products fit your needs, you not only purchased a solution to a
problem, but the accompanying services as well - one of which is our industry leading Technical
Support. All AccuDraft clients have access to our Technical Support either by e-mail or by telephone
from 9 AM to 5 PM (EST). Our promise is that if we receive your call or email during normal
business hours you can expect contact within two hours of the call, assuming we can initiate the call
before 5 PM (EST). In the event that it is not possible, you will receive an email from AccuDraft support
alerting you of a contact time on the next business day.
One of our tenured Support Specialists will
take the necessary time to ensure that the issue you are experiencing gets resolved in a timely and
professional manner. Our staff of trained Support Specialists will quickly diagnose your issue, and provide
you with a layman’s description of the problem and resolution, as well as provide you with information
on what you can do to keep the same issue from occurring in the future.
During the problem solving effort, it may be necessary to witness the problem “live”. In this case our
Support Specialist may require that you have access to a high-speed internet connection and web browser. We
will then direct you to a website that enables us to view the problem as it occurs. This will enable us to
accurately diagnose the problems and potentially solve them immediately.
In the unlikely event that you Support Specialist cannot diagnose the problem over the telephone he or she
will escalate your issue into the research phase. At this point your Support Specialist will take down your
contact information, and continue recurring correspondence to notify you of his or her findings during this
process.
At the conclusion of the research phase your Support Specialist will either contact you with a resolution to
your issue or notify you that your issue has been escalated to
our Development Staff. During the time that your issue is in Development, you will receive frequent email
correspondences from your Support Specialist updating you of the status. Upon completion of your issue, your
Support Specialist will contact you. At this
point he or she will be able to either guide you through the process of resolving your issue over the
telephone, or provide you with a release date of the next update which will incorporate the fix for your
reported issue.
Because AccuDraft systems work closely with your word processor and potentially other software on your
computer, we will do our best to support you with the generalized functioning of third party software as it
relates to our system. However, AccuDraft Technical Support representatives may not be able to provide support
in the following areas, due to the risk of inadvertently changing user settings:
- Troubleshooting of a customer’s email system
- Support on the functioning of other document automation third-party products
- Support on the functioning of other client software systems that may be integrated with AccuDraft software
- We will make every effort to provide generalized support on our customer’s word processing software, but we cannot provide support on issues that require the customer to speak directly to Microsoft Word, Corel WordPerfect or Adobe Acrobat technical staff
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