At SouthXchange, our goal is to provide our customers with industry-leading support services. When you need assistance, our Support Team will be ready for you. They will perform the initial research, which may include collecting diagnostic information, recreating the incident, providing workarounds or existing fixes, and acting as the focal point for communication through the life cycle of an incident.
STANDARD SUPPORT PROCESS
All new support requests are assigned a case number in our case tracking system.
This case number should be used as a reference for all correspondence with support.
All incoming support cases are reviewed and assigned to an appropriate, available Support Engineer
according to Priority. Initial response by the assigned Support Engineer may involve
clarifying questions, requests for more detail and/or diagnostic information or coordination
for a call or online troubleshooting session. Any or all of these may be repeated as necessary
during the resolution cycle of the case.
Normally no support cases are closed without confirmation by the Customer. SouthXchange Support
may mark the case “On Hold” or close it with an unconfirmed status if Customer fails to respond
after numerous contact attempts.