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How to Get the Most out of Your Support Request

by Ryan on July 16, 2014

Since implementing Schneider Geospatial’s advanced support system last summer, we have already seen great customer feedback. Tickets are being answered at a great turn-around rate, as well as the steps taken during a support request are transparent to both parties. Traditionally, many of our clients would always send a personal email to their favorite support technician, but as we have grown, we are using technology to our advantage to prioritize, organize, and make our communication even greater throughout the process.
 
To begin, we have one central email for all support requests: support@schneiderGIS.com
 
In the subject heading, please, list:
  • your organization’s name
  • state
  • followed by a brief subject heading (ex- Smith County, NE – New GIS layer, Roads).
 
In the body of the email, be very descriptive in the question you want to address or what it is related to. If it is related to a specific parcel, please include the parcel ID number. Adding a few extra sentences of detail speeds up the research portion for the support technician and ensures a quicker response back to you. If a technician receives an email that says “It’s broke” or “Won’t display”, it requires more research time and may take longer to get a solution determined. If a screen shot can be produced, please attach it as well.

 
After your support email request is sent, an automated email will be sent back to you with a case number. This case number is your reference for your support request. Please note, if you do not receive an email, check your “Junk Email” folder. If no email is received, please call our support number (866) 362-6789.
Tagged GIS, support