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What to expect if your issue is not resolved during your first call to Support

by on ‎01-27-2010 06:32 AM

In most cases, Support Analysts follow a similar process to investigate the issue and identify a solution. The analyst will:

  1. Establish a date/time to provide an update.
  2. Set up the environment and attempt to reproduce the issue.
  3. Possibly request the following as part of their research:
    1.  Logs and files (ex. Event logs, SLX Profiler logs, SQL Trace logs, etc.)
    2.  Screen shots
    3.  Copy of your database
  4. Check additional resources. Check Melanie’s blog “Use Resources Wisely” for a list of available resources. 

If you do not hear from the analyst by the expected date/time or have concerns about the case, call in and ask to speak to a manager!

Comments
by
on ‎03-17-2010 10:36 AM
I like it! Very simple and gets the job done. Here's when I'll call you back and if you're not satisfied, ask to talk to a manager.

Thanks,
Larry Esposito
by
on ‎03-17-2010 03:05 PM

Hi Larry,

 

Thanks for the response! The follow up commitment should be an agreed upon time/date between the analyst and the case contact. If one cannot be found, a manager can get involved to ensure we properly address the issue.

 

Look for a post next week that will further define the escalation process!

 

Jessica

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