Square
IS Customer Support
Square
IS Customer Support tasks
One of the most important tasks of
Square IS Customer Support is the support of customers that encounter problems
with the use of Square products. For example:
- Installation
support;
- Problem support with
regard to Square products;
- Explaining unclear
elements of the Square documentation;
- An additional task of
Square IS Customer Support is to briefly advise customers with regard to for
instance the use of Square products.
The tasks of Square IS Customer
Support touch the activities of the Training and Consulting departments. Square
IS Customer Support is however not supposed to give extensive advice over the
telephone. Technical Analysts are therefore allowed to point this out to the
customer and to refer them.
Square IS Customer Support
responsibilities
Square IS Customer Support is
responsible for:
- Processing customer
problem reports;
- Reporting bugs to the
Development department;
- Reporting documentation
errors to the Technical Writing department;
- Reporting enhancement
requests to the Product Management department;
- Offering support to
beta test sites.
Like no other, Square IS Customer
Support Analysts have a keen eye for spotting bugs, documentation errors and
other product shortcomings. That is why each Technical Analyst is also a QA
Analyst and reports as many bugs, documentation errors and enhancement requests
as possible (even if no customer has yet encountered them).
Method
of operation
Square IS Customer Support uses the
following method to handle problem reports:
- step 1: request
relevant data;
- step 2: reproduce
reported problem;
- step 3: analyze
reported problem;
- step 4: find solution
to reported problem;
- step 5: test
solution;
- step 6: report solution
to customer.
Square IS Customer Support tries to
help as adequately and explicitly as possible. Customers may however be asked to
co-operate in trying to gather more information about the problem at hand. If a
problem cannot be reproduced, Square IS Customer Support will naturally try its
best to provide a solution; since this will be harder, it will also take
longer.
Confidential information
It speaks for itself that the
information that Square IS Customer Support receives is treated with the utmost
care. Confidential information will be destroyed as soon as it is no longer
needed. Customer information is only loaded on disks of which no lasting backups
are made.
Beta
software
Beta software is only supported in
case of beta test sites. The support arrangements for beta software are
different from those that apply to production software. To prevent delay in
solving problems with production software, problems with beta software are
handled with a lower priority. Escalation procedures do not apply to beta
software. Separate support arrangements will be agreed on with beta test
sites.
