We often hear from new customers switching to BusinessMind Software for Jewelers that their previous provider's tech support was always very slow to respond and resolve issues in general. A common complaint is the lack of any way to get help especially during the holidays, on weekends, or during other after-hours periods.
Technical support subscriptions for BusinessMind Software for Jewelers are proud to offer the availability of emergency support on a 24/7 basis. If you have a BusinessMind tech support subscription, this article will explain how easy it is to request emergency support.
All BusinessMind support subscriptions come with access to the online help desk at https://support.dcit.com. The online help desk is available 24 hours per day, 365 days per year. Regardless of day or time, this should always be your first stop when you need assistance.
Once logged into the support portal, search the knowledge base to try to find the solution to your question or issue quickly. In most cases you will find your solution there and be able to move on. In the event you don't find the solution there, opening a ticket so that an engineer can assist you is the next step. Please see our article about best practices when opening a support ticket.
When should I use an emergency ticket?
If you have a question or problem and it is not during business hours when regular tech support is available, you can still open a ticket on the help desk. Engineers will be able to help you with your issue at the start of business hours. If however, your situation is dire, you may consider using an emergency ticket if one is available on your subscription. Most subscriptions come with one emergency ticket per thirty days. This means that for standard subscriptions, if you open an emergency ticket, the ticket is consumed and a new emergency ticket for you to use will not become available for thirty days. Therefore, it's best to save your emergency ticket for the most truly dire situations. Higher support subscription tiers include more emergency tickets, so if after-hours and holiday emergencies are an uncommonly usual concern for you, consider upgrading your support subscription to include more emergency tickets (You can inquire about upgrading by sending email to email@example.com).
Opening an emergency ticket.
An emergency ticket can be opened 24 hours per day, 365 days per year. When an emergency ticket is opened, the support system will check your subscription for the availability of an emergency ticket to consume. If one is not available, your ticket will be downgraded to a normal ticket which will be handled at the start of business hours. Otherwise, the system will continue to actively alert all engineers via SMS until the ticket is responded to.
Using your subscription's available emergency ticket is done the same way as opening a normal trouble ticket on the support portal. However, in the case of an emergency ticket, simply include the word emergency in the subject and the body of the ticket.
We're always here when you need us.
In the last ten years, we have received and responded to fewer than a dozen emergency tickets. We attribute this to the effort our developers put into keeping BusinessMind Software for Jewelers a robust and stable application. Still, there are outside factors that can cause problems such as storms, viruses, floods, etc that may require you to request emergency help. While we hope that you will probably never encounter such a situation, it's nice to know that emergency help is available, especially while holiday shopping is in full swing.
You can read an overview of everything a BusinessMind Support Subscription offers, as well as the support service Terms & Conditions by beginning at the support page on this website.