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Log a support call for the first time
AccTech has a dedicated help desk service implemented. The purpose of the help desk is to assist you, our client in logging service requests and if possible resolving the issue on the spot.
The procedure for logging a support call is as follows:
- By telephone number +27 (861) 11 1680 asking for the AccTech Help Desk. Should you have an internal system where calls are logged provide your call/ticket/reference number. The AccTech Help Desk will also provide you with a Service Tracking Identification number;
- By e-mail to workflow@acctech.biz describing the support requirement. An e-mail response will be sent to you providing the Service Tracking Identification number.
At this stage these are the vehicles available for formally logging a service request. We do however ask that you not phone consultants as they do not currently have the ability to log the calls at the help desk. Consultants are busy most of the time and cannot always attend to a problem and although they are eager to help they might forget to call back. We want to ensure all calls are centrally logged and followed, so we can improve our service to you our clients!
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Here is some basic information required for proper call logging: |
| Customer Name; |
| Contact Name; |
Contact telephone number;
(this is to confirm the information we have on our system) |
Product Name;
(Example ACCPAC, D-Bit, eWorkflow) |
Edition and version;
(Example Version 5.2, 5.3, 5.4) |
Operating System;
(Only required if you are on versions prior to 5.2) |
Type of database;
Example Pervasive.SQL or MS SQL |
| Description of the fault including any reported error number and description; |
| Please also note the Severity of the call: High, Medium and Low; |
*Support calls will be queued and handled in the sequence of the client's SLA status.
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