Support contact when needed with immediate response

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Support contact when needed with immediate response was created by prasanth

Hi Team ,

We have purchased enterprise version of ETL Processor. During the development process , if we need technical support team help.
What is best way to reach out , to get the response/support immediately. Do we have any kind of support like that.

Kindly , please let us know. Thanks in advance.

Prasanth Vattikonda
11 months 3 weeks ago #20355

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Replied by admin on topic Support contact when needed with immediate response

It is written everywhere that support is provided via support forum so everyone benefits from the the answers. In some exceptional cases we do connect remotely to provide further assistance on chargable basis.

Please read the forum rules and follow them
Mike
ETL Architect
11 months 3 weeks ago #20356

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Replied by vattikonda on topic Support contact when needed with immediate response

Hi Sir,

Thank you for the response. Sometimes due to delayed response or long conversation on particllar issue is impacting our deliveries on regular basis. That's why we would like to know these details.
Could you please provide the details regarding the additoinal support assistance whch is chargeable basis.
For example , for one hour if we utilize your service through call/remotely, what is the approximate cost of it and how we can reachout to support team.


Prasanth
11 months 2 weeks ago #20366

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Replied by Maria on topic Support contact when needed with immediate response

We do get asked this question a lot.

It seems just by calling us will provide immediate answers to all the problems our customers having.
Unfortunately in real life, it does not work like this.

It takes time to understand the issue and most of the time we need to be able to reproduce the problem in the office
So we sill need to ask the customer for additional information (the list is provided in the forum rules)

So there is no much difference between calling us or posting the question on the support forum.

Mike has already suggested you read the forum rules and follow them.

As far as I can see you provided us only with the screenshots.
They are useful to some extent but they do hot help us to reproduce the problem in the office.

We do help our customers to create transformations/workflow on chargeable basis.
(We usually charge per day)
We also connect remotely if we are unable to reproduce the problem in the office.
It takes time to organise it so it is not instant.

Again we ask our customers to provide us with all necessary information.
For example in the case of transformation examples of source and target data
EG this what we have and that is what we trying to achieve.
11 months 2 weeks ago #20367

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