Presentation on theme: "Support Center Document How to Create a Support Ticket ArgentisConsulting / 20/6/2013 www.argentisconsulting.com."— Presentation transcript:
Support Center Document How to Create a Support Ticket ArgentisConsulting / 20/6/2013 www.argentisconsulting.com
INFORMATION 2 Argentis would like to present to our Partners and Customers our Global Support Center website, at the following address: Or go directly to our support portal Trough our site we provide another communication channel to our partner community via our Global Support Portal. Our Support Portal displays our companys solution training and documentation It displays all open/closed cases, enables new case opening and displays predefined solutions. The following demonstration will give you an overview on our support web site and how to use the options it offers. argentisconsulting.comportal.argentisconsulting.com
www.argentisconsulting.com METHODS TO CONTACT US 3 The following demonstration will give you an overview on our support web site and how to use the options it offers. * Contact Argentis to access account argentisconsulting.co/support Partner / Customer /Login Document Download Direct Email to Support Skype Support
www.argentisconsulting.com THE FOLLOWING LIST DISPLAYS PRODUCT AVAILABILITY 4 IMPORTANT: Contact Argentis Consulting for functionalities related to products. IF you need more information on availability for other SAP B1 versions, contact Argentis at email@example.com
www.argentisconsulting.com ARGENTIS CONSULTING RESPONSE TIMES 5 Argentis Consulting Support Hours: 7am - 5pm EST Languages (English-Spanish) Responsibilities: Receive Cases and isolate problems Execute analysis to identify the root of the problem Remote Assistance Close case based on SLA Very High Time reaction: 60min Max Resolution Time: 8 hs High Time reaction: 4 hs Max Resolution Time: 2 days Medium Time reaction: 6 hs Max Resolution Time: 4 days Low Time reaction: 16 hs Max Resolution Time: 6 days
www.argentisconsulting.com GLOBAL SUPPORT CENTER PRIORITIES 6 Message PriorityVery HighHighMediumLowCriteria Business cannot be conducted Critical business processes affected Other business Processes affected Business is not affectedExampleApplication can not be accessed at all Purchase Orders or any document can not be posted. Export to Crystal not workingCatalogue items not synchronizing
www.argentisconsulting.com GLOBAL SUPPORT CENTER ACCESS 7 1. Go to portal.argentisconsulting.com or 2. Select the Support Portal link at the right corner of the webpage. 3.Login to the support portal with you username and password. If you dont have an account, contact. firstname.lastname@example.org
www.argentisconsulting.com GLOBAL SUPPORT PORTAL 8 1. - The support portal allows users to: A. Create and follow support ticket status B. Access Knowledge base (KB)
www.argentisconsulting.com GLOBAL SUPPORT CENTER / CREATE A SUPPORT TICKET 9 2. In order to create a new support ticket go to Support New Support Ticket Verify ticket ID Select the support type (Bug, improvement, etc) Select Priority (see priority chart on this presentation) Select Product (customers will only access products assigned). Enter Brief Description Enter Ticket Text (this description should detail the problem ).
www.argentisconsulting.com GLOBAL SUPPORT CENTER / CREATE A SUPPORT TICKET 10 3. Select the Module. Argentis Consulting isolate the problem by product - module
www.argentisconsulting.com GLOBAL SUPPORT CENTER / CREATE A SUPPORT TICKET 11 4. After adding the support ticket, an alert will be sent to Argentis Support Team. In case you need to detail the ticket, you can add comments, documents, images. You can also: 1. Delete Support Ticket 2. Edit Support Ticket 3. Close Ticket 4. Print Ticket 5. Access All support tickets
www.argentisconsulting.com Global Support Center / Support Desk 12 5. In order to find a ticket access the support desk option or click on the Quick Search. The Support Portal also segments tickets by status.
www.argentisconsulting.com Global Support Center / Closing Ticket 13 6. To change ticket Status Click on the Ticket Edit ticket 7. To Close Tickets. Click on the Ticket Close Ticket
www.argentisconsulting.com GLOBAL SUPPORT CENTER / MORE INFORMATION 14 To report problems or any other inquiry, contact Argentis Consulting at: email@example.com
Argentis Consulting is dedicated to the development, distribution, and support of the best known solutions for SAP Business One, Like SSP (Software Solution Provider) with Gold Partner status. ARG Ávila y Zarate 2048 Cerro de la Rosas, Córdoba, CP 5009 - Córdoba -Argentina firstname.lastname@example.org EE UU 8345 NW 66th ST #2917 - Miami, FL, 33166 email@example.com ESPAÑA C/ Juan Bravo N° 3 - A 28006 Madrid - Spain Phone:(+34) 91 123 7263 firstname.lastname@example.org CARIBE City View Plaza – Suite 301 48 Road 165 Guaynabo, PR. 00968 Puerto Rico email@example.com CONTACT INFORMATION www.argentisconsulting.com