How do we provide support?

This section describes how we provide technical support, and how you contribute to the process.

The Problem Resolution Process

Every call or contact you make to our Support Group follows the process below.

Process

Objective

Welcome and

You will always know who you are speaking to

from the beginning of the call, and we will verify

Introductions

that you are an authorized user.

 

 

 

Entitlement

We will confirm that you are a plan holder, or

we will confirm billing and account information

 

for Pay-per-Call customers.

 

 

Description of

We will listen carefully as you describe your

situation, and ask questions to make sure we

Problem

understand, before we attempt any resolutions.

 

 

 

Troubleshooting

We may dial into your system to attempt fixes.

Or, we may ask you to perform steps to

 

diagnose, or solve the problem.

 

 

 

We may have to schedule a call back to you if

 

troubleshooting steps do not seem to solve

Research

your issues, and we need to conduct more

research. If we must call you back, we will work

 

 

with you to find a time that is convenient for

 

you.

 

 

Resolution &

When your issues are resolved, we will make

sure you understand what has been done. We

Confirmation

will ask you to confirm that all issues you had

 

are resolved.

 

 

 

We will refer you to further information on

Wrap-Up

subjects discussed, ask if there is anything else

we can do for you, and make sure you are

 

satisfied with our services. We will also confirm

 

total charges if our services are to be invoiced.

 

 

Newpoint Technologies, Inc.

61

COMP-USER-006

Salem, NH 03079

 

Rev. 3.2 –01/31/01

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Power Sentry 4 manual How do we provide support?, Process Objective

4 specifications

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