Support Center Document How to Create a Support Ticket ArgentisConsulting / 20/6/2013 .

Support Center Document

How to Create a Support Ticket

ArgentisConsulting / 20/6/2013

www.argentisconsulting.com


INFORMATION

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Argentis would like to present to our Partners and Customers our Global Support Center website, at the following address:

Or go directly to our support portal

Trough our site we provide another communication channel to our partner community via our Global Support Portal.

Our Support Portal displays our company’s solution training and documentation

It displays all open/closed cases, enables new case opening and displays predefined solutions.

The following demonstration will give you an overview on our support web site and how to use the options it offers.

argentisconsulting.com portal.argentisconsulting.com


METHODS TO CONTACT US

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The following demonstration will give you an overview on our support web site and how to use the options it offers.

* Contact Argentis to access account

argentisconsulting.co/support

Partner / Customer /Login

Document Download

Direct Email to Support

Skype Support


THE FOLLOWING LIST DISPLAYS PRODUCT AVAILABILITY

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IMPORTANT: Contact Argentis Consulting for functionalities related to products.

IF you need more information on availability for other SAP B1 versions, contact Argentis [email protected]


ARGENTIS CONSULTING RESPONSE TIMES

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Argentis Consulting Support Hours:

7am - 5pm ESTLanguages (English-Spanish)

Responsibilities: Receive Cases and isolate problems

Execute analysis to identify the root of the problemRemote Assistance

Close case based on SLA

Very High

• Time reaction:60min

• Max Resolution Time:8 hs

High

• Time reaction:4 hs

• Max Resolution Time:2 days

Medium



Low




GLOBAL SUPPORT CENTER PRIORITIES

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Message Priority

Very High

High

Medium

Low

Criteria

Business cannotbe conducted

Critical businessprocesses affected

Other businessProcesses affected

Business is not affected

Example

Application can not be accessed at all

Purchase Orders or any documentcan not be posted.

Export to Crystal not working

Catalogue items not synchronizing


GLOBAL SUPPORT CENTER ACCESS

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1. Go to portal.argentisconsulting.com or

2. Select the Support Portal link at the right corner of the webpage.

3. Login to the support portal with you username and password.

If you don’t have an account, contact .

[email protected]


GLOBAL SUPPORT PORTAL

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1. - The support portal allows users to:

A. Create and follow support ticket status

B. Access Knowledge base (KB)


GLOBAL SUPPORT CENTER / CREATE A SUPPORT TICKET

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2. In order to create a new support ticket go to Support New Support Ticket

• Verify ticket ID• Select the support type (Bug,

improvement, etc)• Select Priority (see priority chart on

this presentation)• Select Product (customers will only

access products assigned).• Enter Brief Description• Enter Ticket Text (this description

should detail the problem ).



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3. Select the Module. Argentis Consulting isolate the problem by product - module



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4. After adding the support ticket, an alert will be sent to Argentis Support Team. In case you need to detail the ticket, you can add comments, documents, images.

You can also:

1. Delete Support Ticket2. Edit Support Ticket3. Close Ticket4. Print Ticket5. Access All support tickets


Global Support Center / Support Desk

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5. In order to find a ticket access the support desk option or click on the Quick Search. The Support Portal also segments tickets by status.


Global Support Center / Closing Ticket

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6. To change ticket Status

Click on the Ticket Edit ticket

7. To Close Tickets.

Click on the Ticket Close Ticket


GLOBAL SUPPORT CENTER / MORE INFORMATION

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To report problems or any other inquiry,contact Argentis Consulting at:

[email protected]

Argentis Consulting is dedicated to the development, distribution, and support of the best known solutions for SAP Business One, Like SSP (Software Solution Provider) with Gold Partner status.

ARG Ávila y Zarate 2048Cerro de la Rosas, Córdoba, CP 5009 - Córdoba [email protected]

EE UU 8345 NW 66th ST#2917 - Miami, FL, [email protected]

ESPAÑA C/ Juan Bravo N° 3 - A 28006 Madrid - Spain Phone:(+34) 91 123 7263 [email protected]

CARIBE

City View Plaza – Suite 30148 Road 165Guaynabo, PR. 00968Puerto [email protected]

CONTACT INFORMATION


Support Center Document How to Create a Support Ticket ArgentisConsulting / 20/6/2013 .

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