Technical Support Services

When using software of any description there will be times when users are unable to utilize a particular function, find a technical issue or just need a little help or advice. Atego’s Technical Consultants aim to respond quickly, efficiently and courteously to all technical queries.

Technical Support Services include:

• An initial contact point for technical queries
• Advice and guidance on the use of the products
• Providing solutions directly
• Coordinating additional resource to address issues
• Raising issues, requirements and product enhancements
• Communicating issue progress status
• Communicating availability of new releases, patches, and alternative solutions
• Communicating and acknowledging client input to product development

Technical Query Classifications

Types of queries dealt with fall into one of the following classifications:

Information Requests - Technical support staff will usually be able to answer an information request on the initial query, possibly referring users to either an appropriate page within the product manual, online help or a website page.

Technical Requests - Atego endeavors to provide a work-around or fix for the technical query. If necessary, the query may be reported to Development for further investigation or review for rectification in a future release.

Product Enhancement Requests - Atego welcomes product functionality comments, suggestions and improvements. All suggestions are passed on to our Product Manager for consideration.

Query Classification Priorities

When contacting Atego’s Technical Support, please provide your company identification and a brief description of the technical issue. Queries are generally categorized into one of the following priorities: