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Thread: Your contact info - How Support works - Opening a Support Ticket

  1. #1
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    Your contact info - How Support works - Opening a Support Ticket

    I recommend that you setup two addresses for the Admin Contact on your Powweb account (just separate them with a comma); one on platform (in case your host is blocked), and one off (in case Powweb email is the issue).

    By doing that we can always send a contact email with critical things like username/password and/or contact you via a ticketed issue.

    As to domains, the Domain Admin Contact on file with the holding Registrar should be current and something you use regularly (so you don't forget the password!) in case you need to modify something relating to your domain.
    Well, that's the way I see it -- for the moment!

  2. #2
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    Opening a Support Ticket & How it works

    No one should ever promise you a call back from a Supervisor in 10-15 minutes -- that just isn't part of the support process, and I don't think I've ever seen it happen -- we just don't have a way of scheduling that in the system, so if the Supervisors are busy, and you're having a problem with an Agent, you would need to wait for a supervisor on the line, or use a different means of communication to focus additional attention on your issue.

    Since people can have very different expectations based on what "they think" specific people at Powweb can do -- I thought I'd give you a bit more detail on the respective roles our support team members:

    About Supervisors:
    You should note that Supervisors handle issues related to how an agent deals with you on the call -- they are essentially HR people, so, they aren't technical and they aren't supposed to become involved in escalations --- having a technical or billing ticket opened is the best route to have any issue dealt with. Many people think that Supervisors have some additional ability to solve problems or will be more technical --- that is not the case. Supervisors are there to resolve communication/complaint issues relating to the agent handling your call; they are not there to handle technical issues and they do not have any additional tools (in fact, they actually have more limited access to the system than a Tier2 Agent, who handles escalations).

    Tier1 agents handle about 95% of technical issues -- they have in excess of 200 tools available to automate test and repair functions, and in most cases, they can resolve the issue. Many people think that T1 agents are limited in their tools and access -- at least in our system, that is not the case -- there are very few additional tools used by Tier2.

    Tier2 handle all technical review and escalations, and if authorized, a Tier1 agent may involve a Tier2 directly in your call --- not all support centers have Tier2 agents available -- obviously there are fewer Tier2 than Tier1 agents. Tier2 agents handle customer contacts, triage support issues and resolve some 90% of that remaining 5% of issues reported that aren't resolved by a T1 agent. To speak with a Tier2 agent, you will normally need to have an open ticketed issue. As you would expect, Tier2 try to take a fresh look at the issue and may spend some additional time characterizing the issue or trying possible solutions -- they resolve most issues that take some additional time to test (obviously you don't want to be on the phone for 6-8 hours while they adjust settings and retry fixes).

    Anyone above Tier2 is not directly accessible either by a customer or a Tier1/Supervisor/Tier2 in our support system -- Tier3 and/or Senior Engineering staff receive their tasking via an escalation system, and, essentially, only through an escalation -- support centers do not have phone lines into Engineering -- the only method to transfer issues in, is by opening a ticket to transfer the information into Tier3 Support - or forwarding it to Tier3 level to be reviewed by the next available T3 Engineer. Everything in and out of the system is logged in the ticket system, and associated emails or comments via the Support Center are directly attached to the open ticket while it is being handled. This system may seem counter-intuitive -- but it ensures that people working on issues that require concentration and direct access to servers are not interrupted repeatedly (this would cripple productivity and result in much longer time to resolution) -- it also assists in ensuring that changes are documented and all actions performed and considered are noted in writing. There will be circumstances in which something "is lost in translation" -- but that risk, overall, is still preferable to hamstringing key resources or involving technically oriented people (aka major geeks!) in customer contacts --- there are no outgoing/incoming phone lines from the T3 center to allow these people to handle the greatest number of issues, as efficiently as possible.
    Tier2 people are selected because they balance the necessary technical skills to diagnose issues and communicate the requirements to Tier3, if and as necessary.

    I hope that helps people understand how the system is "supposed" to work.
    I know it has its failings -- but, unfortunately/or fortunately! -- it involves trying to use available staff resources to get the best result as quickly as possible for all customers (there will inevitably be situations in which it fails for particular instances/tickets).
    ________________

    Lisa B. is the Powweb Affiliate Manager -- she handles most of the escalated issues related to managing Affiliate relationships and sorting out arising issues -- obviously, she also has to involve the Accounting A/P people to initiate payments and ensure that payments flow to the correct payees...

    I can't comment on the issue related to your ticket in particular -- Affiliate issues are best left with Lisa, and, if others are dropping the ball or something is missing to enable the payment, she's the best person to have in your corner!.

    Joshua has let her know about the issue you were having, so I'm sure she'll be in touch at some point to followup.
    Last edited by IanS; 11-27-07 at 02:55 AM. Reason: Copied from another thread.
    Well, that's the way I see it -- for the moment!

  3. #3
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    Opening a Support Ticket ...

    Powweb provides a facility to open a Support issue right from the Main Tab in the OPS Control Panel; you'll find the Support Console link near the bottom of the page in the Helpful Links labeled as : "Create & View Support Ticket" (http://www.powweb.com/member/sconsole/).

    When you use this method, the system records information about your account, so you will not generally need to provide Security Authentication (Security Question Answer) in order to have your issue reviewed.

    You will generally be recontacted on any open ticket within 48 hours -- sometimes tickets will be reviewed and resolved in far less time (a few hours), and sometimes longer (major issues may require days), but regardless of the time required to determine a resolution, we will try to re-advise of status every 48 hours.

    If additional information is required, you can also add it via the Support Console, by using the feature to Update your ticket.

    Once your ticket has been escalated, you should track its progress via the Support Console --- the Tier1 staff that handle initial contacts will not be able to provide any additional information -- they actually read the same ticket information you can from the Support Console...

    When you open a ticket, remember to add as much relevant detail on the issue as you can --- just saying "my website isn't working" is going to delay your issue up to an additional day, since you will need to be scheduled for a re-contact to get additional information -- we simply do not have the time to roam through your website looking for errors or problems, so be sure to provide the exact sequence of steps/URLs and any logins/passwords necessary to access the place where you are having difficulty.

    Also remember, the Forum is a great place to begin with an issue --- since Powweb Technical Services do not provide support for scripts or third-party applications at all, many such issues you will need to resolve using an application's support forum/FAQ, by googling for other comments of people seeing the issue, or by posing questions in the Powweb Forum area. Support will generally just determine that services on your account are working as intended -- they are not going to be of any significant help when the problem relates to an application which has problems due to changes, damaged databases, etc.

    If you do choose to call or chat about an issue --- And, you already have a ticket open, then have the number handy and provide it to the support team when you call -- opening multiple tickets for the same issue creates delays for everyone and it will slow your resolution, since someone has to review all information and merge/transfer any relevant information into a single ticket before your issue can be escalated up a level...

    We do want to provide the best possible service and fastest possible ticket resolution -- we do that by handling tickets first-in, first out -- and, as advised, we try to re-contact within the 48 hour period ... no one can provide you any assurance that your issue will be resolved or that you will be recontacted sooner than that 48 hour time frame --- if your issue is completed sooner, you will generally receive an email fairly soon thereafter -- if you have requested a telephone callback, it may a few additional hours before an agent is scheduled to return your call --- But, good news!; you don't have to wait for that contact -- keep your eye on the Support Console and you will know of a resolution as soon as it is made available...
    Last edited by snowmaker; 8-31-10 at 11:38 AM. Reason: fixed link
    Well, that's the way I see it -- for the moment!

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