TECHNICAL SUPPORT SERVICES

The CMAX Technical Support Services department is here to help you isolate and resolve technical issues arising from installation, configuration and integration, as well as assist you in maintaining CMAX products.

Technical Support Services offers telephone support from our Cleveland, Tennessee office during the following times:

BEFORE CONTACTING TECHNICAL SUPPORT

You can speed up the resolution process by taking the following steps before contacting Technical Support Services:

 

REACHING TECHNICAL SUPPORT BY PHONE

To reach Technical Support Services via voice dial 423-476-9148.

Your call to Technical Support Services will be answered by a Customer Service Representative (CSR). If a CSR does not answer your call during normal business hours you may hang up and try again later, or leave a message on the Help Desk voicemail extension by entering 102 when prompted. Please do not leave requests for technical support in any personal voice mailboxes. CMAX support personnel monitor closely and respond to all calls entered through normal help desk procedures. Personal voice mailboxes are not guaranteed to be checked with any regular frequency. Requests left in personal voice mailboxes are, by CMAX policy, considered the lowest priority.

If you would like to report a condition after normal business hours, for response on the next business day, you may call our voice line, and leave a message on the Help Desk voicemail extension by entering 102 when prompted. A Technical Support Representative will respond to your call on the next business day.

If you have an emergency situation, outside of normal business hours, and require immediate assistance, you must call our voice line, enter extension number 106 when prompted to reach our Emergency Help Desk voicemail extension and leave a message. Only Emergency Help Desk calls are monitored outside of our normal business hours. A CMAX Technical Support representative will respond within one hour of receiving your message.

Be sure to include the following information in your message:

  1. 1. Company name and phone number
  2. 2. Caller's name and current phone/fax number
  3. 3. Help Desk Call ID Tracking Number for open incidents

 

REACHING TECHNICAL SUPPORT BY FAX

To reach Technical Support Services via fax dial 423-476-9140.

If you are submitting help desk issues via fax or forwarding additional technical information about an existing condition, please use this fax line. Do not use the fax line if you are in need of immediate support. All requests via fax are, by CMAX policy, considered "call back" priority.

When submitting help desk issues via fax, please follow the instructions in the Before Contacting Technical Support Services and Submitting Help Desk Issues sections.

You will be contacted by a CSR who will:

  1. 1. Inform you that your fax was properly received.
  2. 2. Provide your help desk call id tracking number.

 

SUBMITTING HELP DESK ISSUES

Upon reaching a Customer Service Representative, simply ask to log a request for technical support. If you have an open incident, provide the representative with the call id number. For new incidents, the Customer Service Representative will ask for all pertinent information such as

In order to expedite resolution of a technical issue, prepare a comprehensive description of the condition and its environment.

Information that may be requested includes:

Please do not ask for personal voice mailboxes to log a request for technical support. CMAX Technical Support personnel monitor closely and respond to all calls entered through normal help desk procedures. Personal voice mailboxes are not guaranteed to be checked with any regular frequency. Requests left in this fashion are, by CMAX policy, considered the lowest priority.

 

ELIGIBILITY FOR TECHNICAL SUPPORT

Unless otherwise agreed to within a pre-paid monthly support plan, CMAX only accepts and responds to calls from pre-designated customer home office representatives. This helps us keep your support costs lower and gives us a central point for resolving issues.

End-users who require support directly from CMAX will be billed for support on a per-incident charge in fifteen minute increments. (An incident is defined as one technical issue, regardless of the number of phone calls required to resolve that issue).

End-user support is billed on a monthly basis with a detailed description of each charge appearing on the bill.

For normal standard rate support, the minimum billing is fifteen minutes.

For after-hours, weekend & holiday support, the minimum billing is thirty minutes at the current premium rate.

 

WHAT TO EXPECT FROM SUPPORT

CMAX Support Technicians will:

1. Assign a tracking number to each call so that all prior information about a condition is retained.

  1. 2. Assign a help desk call priority status (see Help Desk Call Prioritizing) to each call. This status will define the seriousness of the condition, as well as determine the response time requirements.
  3. 3. Develop condition-specific test cases, as necessary, to isolate and reproduce customer-reported conditions and/or demonstrate correct installation and operation of CMAX products.
  5. 4. Provide regular updates and follow-up until the issue is resolved.
  7. 5. Verify that the issue has been resolved to your reasonable satisfaction before closing the support call.

FOLLOW-UP PROCEDURES

If the condition requires a CMAX system fix or enhancement, the assigned CMAX Support Technician will provide you with regularly scheduled progress updates. The frequency of these updates will be based on the condition's priority. (see Help Desk Prioritizing section)

This follow-up procedure will continue through resolution of the issue unless otherwise specified by CMAX, Inc.

If the condition does not require a system fix or enhancement , CMAX Support Technicians will update you as needed throughout the duration of the resolution process.

CMAX Support Technicians will not close an issue until you agree that an appropriate resolution has been reached.

HELP DESK PRIORITIZING

Emergency Status - A call is assigned Emergency Status if the system is disabled, or if a condition exists that causes an unacceptable inconvenience to customer performing the basic functions of their business. (i.e., system is inoperable). Response within 1 hour.

HOLIDAYS

CMAX offices will close for the following national holidays:

Copyright © 2003 CMAX, Inc.