Technical Support Services
When using software of any description there will be times when users are unable to utilize a particular function, find a technical issue or just need a little help or advice. Artisan’s Technical Consultants aim to respond quickly, efficiently and courteously to all technical queries.
Technical Support Services include:
- An initial contact point for technical queries
- Advice and guidance on the use of the products
- Providing solutions directly
- Coordinating additional resource to address issues
- Raising issues, requirements and product enhancements
- Communicating issue progress status
- Communicating availability of new releases, patches, and alternative solutions
- Communicating and acknowledging client input to product development
Technical Query Classifications
Types of queries dealt with fall into one of the following classifications:
Information Requests - Technical support staff will usually be able to answer an information request on the initial query, possibly referring users to either an appropriate page within the product manual, online help or a website page.
Technical Requests - Artisan endeavors to provide a work-around or fix for the technical query. If necessary, the query may be reported to Development for further investigation or review for rectification in a future release.
Product Enhancement Requests - Artisan welcomes product functionality comments, suggestions and improvements. All suggestions are passed on to our Product Manager for consideration.
Query Classification Priorities
When contacting Artisan’s Technical Support, please provide your company identification and a brief description of the technical issue. Queries are generally categorized into one of the following priorities:
| Priority | Notes |
|---|---|
| Critical Priority | Product will not install / data corruption / serious technical problem preventing further work |
| Medium Priority | Project work is difficult but still able to continue. |
| Routine Priority | Question on product usage / usable workaround available. |
Further details of our Technical Support Services can be found in the Technical Support section in the Artisan Software Tools Application Help menu.
Contacting Your Local Support Center
E-mail: Support@ArtisanSoftwareTools.com
North America
T: +1 503 296 2281 (toll free)
F: +1 503 244 1443
Europe and Rest of World
T: +44 (0)1242 229 326
F: +44 (0)1242 229 301