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Support Process
An INI
Support Team member will respond within eight (8) business hours
when they receive a communication from a client’s Project
Liaison requesting SYSTEM support.
The liaison
will provide a description of the situation which caused the
issue and will provide, by email or facsimile, pertinent error
messages, objects or screen shots as may be requested by INI
Support.
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INI Support
may address and resolve support calls in the following manner:
By;Briefly reviewing, with the Liaison how to use the InSight
feature that is the subject of the call;
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Informing the Liaison how to use techniques or other
features in InSight to work around or avoid the situation
that is causing the reported issue;
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Offering to schedule a training or consulting session with
the InSight client;
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Attempting to recreate the situation to replicate the issue
at will; or
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Examining the current version of
InSight and the version of
the InSight installed at the Client’s site to determine the
cause of the reported and replicated error.
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