Our Remote Services team serves as the first level of support for clients seeking assistance. In cases where requests do not require on-site support, the Remote Support service supplies a cost-efficient option for resolving issues. Remote support is provided over the phone, through email, through our Client Portal, or via remote control assistance.
You can expect for all users that reach out to the Remote Services team via ticket to hear back from the team with an acknowledgement within an hour of submitting a ticket. Depending on the nature of the ticket, an engineer may reach out to confirm permissions, advise on a timeline for completion, ask follow-up questions or resolve and close the issue.
Most members of our Remote Services team are familiar with the Field Services portion of the roll, too, so you can expect a measured perspective to each request. The team will work to make your users feel as if they are our top priority because we are always conscious of the impact this can have on critical work.