Ancestral quest help email6/16/2023 Prior to creating a Service Request, you may want to review these helpful tips: If the defect is a high priority and a hotfix is planned, the Support Engineer will notify you of its availability. If the Support Engineer and development team determine that the issue is a product defect, a defect ID and priority level will be assigned to the issue. ![]() This may require the engineer to re-create the issue, work with our development team, and help you with configuration of the software. The Support Engineer will contact you, gather any additional information needed, and will investigate to determine the proper course of action. A Support Engineer takes ownership of your service request and sees it through to successful resolution. These service request numbers allow us to prioritize and track all service requests through resolution, and allow you to get a status update of your service request via our support portal.Īll service requests are assigned a severity level, and are placed in a queue to be processed by the next available Support Engineer. ![]() We assign a unique service request number (in the format of "SR Number”) to all requests for assistance.
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