To further enhance your support experience and ensure we most effectively manage your support issues and queries going forward we would like to introduce you to and encourage you to make use of our core support offerings used by the entire global PROIV customer base. This includes a generic email address that targets all the support team, telephone answering service backed up by voice messaging system and access to the support portal for logging and tracking progress of all support issues and queries.
Please find below all the necessary details regarding our support contact offerings for PROIV Mainframe customers and should you have any questions don’t hesitate to contact us.
There are three ways to contact the support team:
All email requests are forwarded to the S-NOW portal where a ticket will be raised. If you wish to open a new request please send an email to email@example.com. S-NOW will recognize your email as an authorised caller and automatically route the ticket to the Mainframe Support team.
S-NOW will send the ticket reference back to you (Ref:MSGYYYYYYY), with a similar message to the following:
All attachments included in your email will be uploaded to the S-NOW ticket
In order to communicate with an open ticket reply back to the message received. Do not remove Ref:MSGYYYYYYY code received in the message body as it is used to route your message to the correct ticket. Every time you send a communication to a ticket you will receive an email autoreply confirming that the ticket has been updated with your comments. The message subject will be similar to the following one:
To update a ticket you can also write to firstname.lastname@example.org manually copying Ref:MSGYYYYYYY code in the message body
Note! If Ref:MSGYYYYYYY is removed from the message body, a new ticket will be created and the existing one won’t be updated with your comments.
Tickets can also be raised and updated direct in the S-NOW portal by authorized users. Logins can be provided for up to 5 people for each support contract. In order to allocate logins NGA require the following information for each user – Name, Email address and Contact Telephone Number. Once logged in to the portal you can select the relevant catalogue item:
This will allow details of the issue/request to be entered. In all sections of the ticket, fields preceded by a red asterisk are mandatory.
Once all the detail has been supplied the ‘Submit’ button allows the request to be saved.
The options in the left hand panel allow the tickets you have raised to be updated. The PROIV Support Team is automatically notified once new incidents are raised or updates to existing incidents are submitted.
GET IN TOUCH!
We take pride in everything we do and customer satisfaction is our number one priority. If, for any reason, your support experience is not positive then please free to escalate the matter to our Global Support Manager email@example.com .
We look forward to being of service to you now and in the future.