As most of you know, we’ve recently completed a very large investment in our internal systems and processes to more effectively support our customers. There has been some confusion around how this tool works and how you can benefit from it. In this blog post we’re going to try to outline how our new system works.
Reactive issues:
First off – your methods of requesting support have not changed at all. You can still submit tickets in one of three ways:
-Sending an email to support@palmettotg.com
-Calling the support line at 864 552 1291 x104
-Logging a ticket via our online tool at http://connect.palmettotg.com/support. If you don’t have a password, please let us know.
Regardless of your method, your request is automatically logged in our system with a ticket number. You will get a response within 10 minutes informing of you of the ticket number. If you have more information you would like to share with us, all you have to do is respond to that email and the ticket is updated. If you don’ t have any more relevant information, simply delete the email. It’s that easy!
Once an engineer has feedback on your issue, he will update the ticket and you will get an email from support@palmettotg.com with any updates.
Proactive issues:For our managed customers we do a lot of things ‘behind the scenes’. This may be weekly backups, test restorations, weekly reviews of your systems, or patches. When these tickets are created, updated, or closed the primary contact for each account gets an update. No action is required – it’s simply an update to let you know what action was taken.
If you have any questions – please let us know!