The on-line Support Requests system has been slightly changed to make things clearer for our customers.

This blog posting gives details of how the system works -http://blog.sitemorse.com/2008/07/sitemorse-online-support-reque.html

The change made recently is to the email that is sent out when a Support Request is closed.  The email originally quoted the system generated reference number and said that it had been closed.  This wasn't very user friendly for anyone that had more than one incident open (admittedly a rare occurrence).  So we now include a copy of the original Support Request so that it is crystal clear which request we have closed and saves people having to try and trace the original confirmation email with the reference number.

Here's a an example of the email sent out when a request is closed.

Overview

In order to improve the level of Customer support we introduced an On-line Support Requests system to log and internally track support requests that are received.

Our Client Surveys indicate that we already give a high quality service to our customers. This system was implemented so that, as we grow, we maintain this level of service.

You can use the Support Request facility for most interactions with our support teams. e.g.

• If you want to raise a question about some aspect of a report that isn't clear or you think may be wrong.
• If you want to add, update or delete User Accounts
• If you want to reallocate Page Credits between accounts
• If you want to request that we run one of your Full Tests 

Accessing the system

You can start submitting a support request by clicking on the "Help and support" icon on your Dashboard or clicking the "Help and support" link at the bottom of the left hand column of every page in the system.

The "Request support" screen will be displayed which has fields already completed based on your login and prompts you for further information.

Please check the common questions section in the left hand column to see if your problem is already addressed there.

If not, check your contact details are correct, select your question category from the pull down box, and enter your question in the box below.

Please provide as much detail and relevant information as possible to help the support technicians find a solution as soon as possible.

Please ensure you mention, if appropriate, what site, and what report, you are addressing.

After submitting the form, you will see a confirmation message giving your Request Tracking Number:

Shortly afterwards, you will receive a confirmation email which will also have further suggestions taken from our Knowledge Base which may be worth checking if they solve your issue:

Your support request will be assigned to our technical support department and will be addressed by our staff, who will contact you directly - by phone or email - to discuss your issue.

Once your query has been resolved

When we have resolved your query the task created by the support request is marked as completed and the system will automatically email you to confirm this:

If you don't think the issue has been satisfactorily resolved please contact us again quoting the reference number.