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4.4
Distributing software updates
whether or not there was a resolution to their situation, and
what the resolution was or what the next step is.
•
Use email as a support tool, since it automatically records all of
the details in writing.
•
Ensure that callers phoning support, as much as possible, do not
have to wait longer than five rings to get a technical person on
the line.
•
Try to deliver resolutions to routine problems within 30 minutes
of the support call. There should be a plan in place that specifies
levels of problems and their expected response times.
•
Make self help materials available to your customers to minimize
the need for telephone and email support.
•
Review support call records on a weekly basis to flag any
recurring issues that might be preventable by changing the
installation or initial training process.
•
Monitor new customers and installations closely for the first two
weeks while they are getting started with the software.
•
Consider providing 24-hour support using mobile devices.
It is the responsibility of the PrintFleet administrator to distribute
software updates to their clients as they see fit. Updates at the
client location would primarily be for the Printer DCA. Updates for
the Printer DCA can be distributed to remote installations from your
central server.
PrintFleet Printer DCA
Printer DCA Settings in PrintFleet Optimizer
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Troubleshooting
