We receive about 7000 support calls every year, not including outgoing calls and emails. That is quite a lot. With as many National Parks as we service, it can sometimes start to stack up. A lot of the time that we spend on these calls is actually used getting ready to start the troubleshooting process. Whether that is getting to the hardware having the issue or starting a remote meeting , it can sometimes take awhile. Here are a few tips to help you prepare before making the call to cut down on the time it takes to fix the issue.
We love serving the National Park Service and helping you work through issues in your Fee Program. We have a lot of experience and have seen almost everything, so please use us as a resource. Following these tips will seriously help cut down on wait time and troubleshooting time. We appreciate your willingness to work with us and help us continue to be the largest Point of Sale provider to the National Park Service.
- As mentioned before, when a piece of equipment is acting up, we really do need to have someone in front of it. We need to have someone there to be our eyes and hands as we troubleshoot the equipment.
- For 99.9% of the calls we receive in regards to Advantage, Comm2000, or UDataMod software, we need to be able to see what you are seeing on your screen. We use Remote Meetings to do this. Having the meeting ready to go before you call saves a lot of time.
- Make sure that the issue isn't something outside of the Hardware or Software that we provide. Network or power problems fall under the responsibility of your IT staff. If you aren't sure, give us a call anyway. We're pretty savvy with Information Technology and we'll always do our best to help.
- If the issue involves people in multiple locations, it may be a good idea to start a conference call before giving us a call. We want to make sure that everyone is in the loop that needs to be so that the issue is resolved quickly.
- Unless another arrangement has been made, we do require that those who call in for support have a support contract with us. This is basically a monthly or annual payment that gives you access to our expertise of the equipment and software. It also includes the updates and personalized programming changes that your park needs. For more information about our LSA Agreements, give us a call.
We love serving the National Park Service and helping you work through issues in your Fee Program. We have a lot of experience and have seen almost everything, so please use us as a resource. Following these tips will seriously help cut down on wait time and troubleshooting time. We appreciate your willingness to work with us and help us continue to be the largest Point of Sale provider to the National Park Service.
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