Tis Support Overview

TIS UK Support Overview

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Overview

The TIS UK Help Desk is the single point of contact for assistance with computing issues for software and solution implemented by TIS UK.

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How to Contact TIS UK Support?

Help Desk staff field questions at one of the three Help Desk locations: via telephone (+448707515214),

e-mail (UKSupport@topimagesystems.com)

or the Salesforce Portal (https://emea.salesforce.com )

Screenshot of the Support Portal

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Flow of Support Activities

The initial contact follows this procedure:

The Support representative attempts to resolve the problem immediately.

For more complex questions, consultants may need to ask basic questions about the computer and its configuration (i.e., is it a Windows 2003, Windows XP, etc.), the problem or error message, and about the specific events that preceded the problem.

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Flow of Support Activities (2)

The Support representative attempts to resolve the incident through personal expertise/experience, by finding a document in the Help Desk database or other documentation, or by consulting with a colleague, such as implementation engineers (only if necessary).

Specialized or lengthy questions may be referred to an 'off-duty' help desk staff member who can provide immediate and uninterrupted assistance through a remote support session using WebEx (https://tiswebex.webex.com)

Some Support Tools

SysInternals Utilities. WebEx. Visual Studio. VoipBuster. Google. MSDN.

Willingness and dedication towards the customer.

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