Andrechelle - Announcements

05/01/2010 09:03

Support - Please Use Support Ticket System

Reminder to please use the support ticket system for ALL support requests.

In order to streamline support requests and better serve you, a couple years ago we began to utilize a support ticket system. Every support request is assigned a unique ticket number which you can use to track the progress and responses online.

You can check the status of previously opened ticket. We provide archives and history of all your support requests complete with responses.

The support ticket system is a powerful and effective way of receiving support directly from the knowledgeable Andrechelle.com Staff. The ticket system is available for all clients to use and can be accessed through your client area. After the ticket has been submitted, it awaits a reply from a staff member. Once the ticket is solved, a staff member will mark the ticket as resolved.

Please provide as much detail as possible so we can best assist you. Tickets are answered in the order they are received. Paid support requests are handled before free support requests. Express service also available.

How to Send a Support Ticket

The support ticket system is located inside your client area at http://support.andrechelle.com/. To access support tickets, click Support Ticket from the client service menu. Below the SUBMIT TICKET area, there is an area that shows all the tickets you've sent and responses.

TYPES OF SUPPORT TICKETS

There are four types of tickets that you can send through our system: Hosting support tickets, Website Design support tickets, Internet Marketing support tickets and Website Update support tickets.. For the fastest support, please make sure you choose the correct ticket category.

When Should I Send A Support Ticket?

You can use the support ticket system at any time. A Support Ticket ensures that you speak only with our staff, lessening confusion and providing authoritative answers. Whenever you have questions that can only be answered by a staff member, you should definitely use a Support Ticket.

However, if your question is less complicated (involving, for example, where to find a specific WordPress setting), you may receive faster answers by posting on support forums. The forums see much greater traffic and have many more users available to answer your question.

Warning: Sometimes it may become necessary for a member of the Andrechelle.com Team to investigate the settings in your admin control panel. Requests for admin CP access will ONLY be made via the Support Ticket System. Our staff will never, for any reason, request access in any other way.

Support Ticket Guidelines

    * Please open only one ticket for the same issue. You can access active tickets by either clicking the link in the last automated notification response you received, or from your Open Tickets list. If a previous issue which has been resolved resurfaces, use the Closed Ticket History to post a new response to that ticket, rather than opening another ticket.

    * Please limit each ticket to a single issue. Open a new ticket for new problems or questions.

    * Please choose a descriptive subject for your ticket; otherwise, our support staff may modify the subject to reflect more appropriate subject.

    * Support response time is currently within 48-72 hours. However, in almost all cases, it rarely takes that long and we are able to respond in far less time, depending on volume and staff availability. Subsequent response time for an open ticket will vary for the same reasons, as well as being dependent on the complexity of the issue we are assisting you with resolving.

* Response time during certain high-volume tickets periods (such as following a new release) may take longer than normal due to the increased demand. Your patience during those times is greatly appreciated.

If your question or issue concerns an aspect that goes beyond the Basic Support provided with your account, we may refer you to buy WEBSITE MAINTENANCE CREDITS.

Why Use a Support Ticket System?

Due to the nature of our business, we offer support via the online support ticket system. This allows us to resolve issues more efficiently, as it is much quicker to have someone copy / paste their URL to receive assistance with a specific issue, page or website. It also allows for archiving the issues and solutions and allows for quick easy look at the history of the domain(s) and all other pertinent settings and info.

Email and phone are not preferred methods of communication for updates for many reasons.

Why Not E-mail

We receive thousands of emails a day, most of which are SPAM. SPAM filters eliminate much of the junk before reaching our inbox, but in doing so also remove some non SPAM emails. If you sent us an email and we did not respond, most likely we never even saw your email, as it was filtered out with the SPAM.

Why Not Phone

We are available by phone, however for support we require you submit a support ticket first, you may then call to explain /clarify the ticket you submitted.

Phone support requires an interruption in previously scheduled work, often resulting in slowing the entire support system down. Phone communication may also require waiting on the line, lost calls (starting all over again), dropped calls, bad reception, misundertood URLs or web addresses. Phone calls can not be shared with colleages, allowing other team members input or feedback.

Now, I understand the urge to call for support, but its time to stop thinking phone support is essential. We are lucky to have an online support ticket system that works incredibly efficient. Call centers and overseas help desks ruined the old time ideal of calling the retailer for quick painless phone support.

Conclusion

Simply, our support ticket system is the best way to handle the type and volume or support requests we receive daily. Please use it!

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