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Newpoint Technologies, Inc. COMP-USER-006
Salem, NH 03079 Rev. 3.2 –01/31/01
61
How do we provide support?
This section describes how we provide technical support, and how
you contribute to the process.
The Problem Resolution Process
Every call or contact you make to our Support Group follows the
process below.
Process Objective
Welcome and
Introductions
You will always know who you are speaking to
from the beginning of the call, and we will verify
that you are an authorized user.
Entitlement
We will confirm that you are a plan holder, or
we will confirm billing and account information
for Pay-per-Call customers.
Description of
Problem
We will listen carefully as you describe your
situation, and ask questions to make sure we
understand, before we attempt any resolutions.
Troubleshooting
We may dial into your system to attempt fixes.
Or, we may ask you to perform steps to
diagnose, or solve the problem.
Research
We may have to schedule a call back to you if
troubleshooting steps do not seem to solve
your issues, and we need to conduct more
research. If we must call you back, we will work
with you to find a time that is convenient for
you.
Resolution &
Confirmation
When your issues are resolved, we will make
sure you understand what has been done. We
will ask you to confirm that all issues you had
are resolved.
Wrap-Up
We will refer you to further information on
subjects discussed, ask if there is anything else
we can do for you, and make sure you are
satisfied with our services. We will also confirm
total charges if our services are to be invoiced.