How to get Service Support
All our solutions are fully supported. We understand that when you trust us with your small business data, you want to know we will be here to support you. This is the process we follow to ensure you get the best possible support.
Here is the process we follow to resolve a service ticket
- If you haven’t already requested service
Complete the Service Request form in the sidebar to the right and Submit
- If you have already submitted a Service Request
Please use the Service Portal to check on your Service Requests. Do not send another email to check on the status of your issues. Each email sent starts a new Service Request.
Once you Login to the Service Portal, you’ll have complete visibility to your service records. If your account isn’t already set up in the Service Portal, complete a Service Request using the form to the right with your desired password and we will set it up for you.
Please note: this set up step must be done by an ozBeanz Technician.Once we receive your request for support, several things happen:
- Step 1. New Service Ticket
A new service ticket is generated with a ticket number that can be used to track your request via the Service Portal
- Step 2. Automatic Acknowledgment
You receive an automatic acknowledgment that your request has been received and logged
- Step 3. Ticket Processing
Once the ticket has been created we then process it to evaluate the best resource to handle the question or issue
- Step 4. Email Response
You will receive an email directly from a resource as they begin working your request, followed by a phone call to discuss
- Step 5. Automatic Updates
The system automatically updates you on the progress or status of the work according to the workflow rules we have set up
Two special requests of you:
- 1. Ticket – For Related Responses
If a ticket has been generated and you want to respond or update us about the same issue, please REPLY to the email notification you receive, rather than creating a new email. This allows the system to keep all related correspondence in the same ticket.
- 2. Ticket – For Un-Related Responses
If you need to notify us of an un-related problem, please use the Service Request panel to the right and do NOT reply to an existing case or ticket email.