Download the Support Quick Reference PDF
and print or save it for handy reference next time you want to contact EventPro Planner Support.

EPP Logo Item EventPro Planner Bulletin
www.eventpro-planner.com

May 4, 2010

Address: 105 - 15 Innovation Blvd. Saskatoon, SK S7N 2X8 Ph: 306-975-3737 Email: Sales@EventPro-Planner.com

EventPro Planner Special Bulletin

What's New? EventPro Planner Support Procedures
Helpful Hint: How to Contact EventPro Planner Support
Did You Know? Self-Help Resources Available 24 Hours a Day


What's New? EventPro Planner Support Procedures

At EventPro Planner Software Support, we are dedicated to providing high-quality, fast and effective Support.

To ensure that all clients receive the highest quality of service in the fastest time possible, EventPro Planner Software Support has reviewed and revamped its procedures. Beginning May 10, 2010, all incoming support issues will be routed through a Support Receptionist and entered into a Support Queue before being assigned to a Technical Support Representative, as follows:
  1. You report an issue to Support via phone call, voice message or email. Support Receptionists closely monitor all incoming communications during Support Hours. Voice mails and emails receive the same response time as a call answered directly by a Support Receptionist
  2. A Support Receptionist records the details of your issue. He or she creates a Support Case for your issue, assigns an HQ Number to it, and emails you the HQ Number for the case within 1 to 2 hours (during Support Hours).
  3. The Support Case is entered into the Support Queue.
  4. Technical Support Representatives are assigned Support Cases out of the Support Queue in the order that the cases were received.
  5. The assigned Technical Support Representative will work to resolve your case as soon as possible. He or she may need to work with you over the phone or through GoToMeeting to find a resolution
  6. The Technical Support Representative will contact you with the resolution for your issue. If an immediate resolution is not available, the Technical Support Representative will begin troubleshooting the issue with your assistance. If you prefer a phone call, please tell the Support Receptionist when first reporting your issue.
Due to the sophisticated and unpredictable nature of computers, we cannot predict the time required to resolve an issue, but our Support Team wants to solve your issues as soon as possible.
The most important point to note is that your issue will receive the same prompt and dedicated attention from our Support team whether you call, email or leave a voice mail. Emails are checked several times per hour, and voice mails are automatically converted into emails by our phone system so that they receive equal attention.
This new procedure ensures the best quality of service for each support issue. Support Receptionists will monitor and organize the intake of support requests so that Technical Support Representatives can dedicate their full energy and attention to resolving technical support issues as quickly as possible. This does not mean you are stuck talking to an automated phone service! If you want to speak with a real person, our Technical Support Representatives will be happy to return your call and guide you through the issue resolution.
If you have any questions about our new support procedures, please contact us at Support@EventPro.net or (306) 975-3737 (press 2).
Download the Support Quick Reference PDF - print or save it for handy reference next time you want to contact EventPro Planner Support.
Top
Helpful Hint: How to Contact EventPro Planner Support

Email: Support@EventPro.net
Phone: (306) 975-3737 (press 2)

To ensure the fastest response time possible, please try to provide as much of the following information as possible (whether contacting support by phone, voice message, or email):
  • Your name
  • Your company's name
  • Your 6-digit User I.D. Number (view the Help | About screen of the program)
  • If this is an existing issue, your HQ Number
  • If this is a new issue, the details of what happened, including:
    • The program screen, tab or window that you are in
    • The button or tab you clicked, and what you were trying to do
    • Whether the issue continues after you have restarted the program
    • Whether other users are experiencing the same issue
  • The wording of any error messages, if applicable
  • If you phone Support directly, it is recommended that you have the program running in the area that is causing the issue
The more information that the Technical Support Representative has when first taking the Support Case out of the Queue, the more quickly he or she can begin working on a resolution.
Top
Did You Know? Self-Help Resources Available 24 Hours a Day

Did you know that there are several self-help Support Resources available around the clock on our website?

You may be able to find your question in our Frequently Asked Questions (FAQs) or Newsletters. You can also check our fully comprehensive User Manual. The User Manual describes how to use the software step-by-step with illustrative screenshots. It also has an extensive Index and a Search function to help you find the information you need.
Top