|
 If
you are an A21 customers, you can now reach our
Tech Support Team
by submitting an email/ticket or initiating a
chat at our
A2000 Online
Support Center. There are
tremendous benefits in using this online support
center. Read HERE.
| For Support, click
: |
 |
|
Just 3 SIMPLE STEPS to
get SUPPORT |
|
Step 1 |
Login to A2000 Online Support
Center at
http://www.a21.sg/
If you had a
registered account, simply log in. If
not, you may create an account
immediately. |
|
Step 2 |
Enter your support issue on the web
form |
|
Step 3 |
Response from our Support staffs
will come soon |
| Note: |
|
| 1 |
In order
for us to respond quickly to
customers in need, the A2000 Support Center is
strictly NOT
ALLOWED to be used for
training purpose. If you have a training question, we will direct you to
our Knowledge Base. Read Here. |
|
| 2 |
Some support issues are not related to A21
software and we cannot do anything about
these. We may
channel you to more appropriate resources.
Read Here. |
|
| 3 |
The Online Support Center logs in the
date & time the support request was raised.
In case it is not closed in a timely manner,
it gets escalated to the Managing Director.
Without this, we cannot track how
efficiently our customers are being served.
Read Here. |
|
WHAT ARES THE BENEFITS FOR USERS?
-
 We have dedicated Technical
Administrators to man the Support Center. Previously everybody was in charge of handling all
telephone calls; and the result - nobody was actually in charge.
-
Tickets generated online are
evidence that a case was reported and we endeavor to
reply or close every ticket within 1 - 2 working days.
This ensure accountability on our Support Center to
reply to every customer's tickets.
-
Verbal (or phone calls) methods, while faster,
do not have the high
degree of certainty that a support ticket
provides; that someone from A2000 will reverting to
you soon.
-
A support ticket generated by a
customer is visible to the entire Support Center,
unlike a phone call where only 1 person knows the
issue. We encourage anybody who is available to
close the ticket you have input rather than that
1 person who could be a "bottle-neck".
-
Many of the cases reported by users
of report aberrations or error messages are in
fact not problems. We have a Knowledgebase of
case studies and user guidance that we can point
users to, that will address concerns. The outcome
will certainly be more ideal if users understand
more deeply how A21 functions; something that a
verbal phone call cannot address.
-
While some users may have
experienced "log-jams" or "non-return of calls" in
the past, we are working towards making this method
a smooth channel for you to be heard by our Support
Center.
Go to TOP
WHAT ARE ISSUES AND
NON-ISSUES?
 At our Support Center, we address all issues
submitted by customers. The issues brought up ranges
from genuine problems to non-A21 issues.
These non-A21 issues frequently hog
our Help Desk affecting others with genuine concerns. Some examples (not
an exhaustive list) that we faced daily are:
-
Teaching accounting
principles to users; how to pass journals etc
-
Provide phone training for new users
who did not undergo formal training
-
Resolving virus related issues
-
Re-install Windows
operating system, printer drivers or service packs
-
Solving network, email and/or
Internet connectivity problems
Combination of above can caused a "traffic jam" at
times at our Support Center. Users with genuine needs ended up not getting
the assistance they need. As we need to solve every
issue(s) that relate to A21 usage, a proper mechanism to
categorize the issues is imperative so we can apply
appropriate level of urgency in dealing with them.
This
is the purpose of our web based Support Center.
Go to TOP
COMMUNICATION GAP
In the past we encountered cases of communication gaps;
where:-
-
Customer verbalize their issue(s) in one way and
our support staff (in the best of intention)
interpreted it in another. A case of
"wrong prescription" can arise, resulting in
aggravation of problem.
-
Every call is URGENT to the
caller even though it may not be so. Handling
these verbally does not allow us planning or
prioritizing to meet the need of genuinely
urgent cases.
-
Sometimes the calls are really URGENT. Such calls, if verbally communicated may be
inadvertently dropped from the list to be
handled.
Whichever way that happens, the result
is not ideal. That is one of the reasons we migrated to
an Online Support Center mechanism, which offers a clear and
objective manner for issues to be raised and handled.
Go to TOP
WHY CAN'T WE GET "TRAININGS" FROM THE SUPPORT CENTER?
 The Support center is NOT designed to handle training
calls.
We are very clear that it is to support users
facing technical problems and not for user training. It
will be too large a drain on resources; if we choose to
accommodate such request, the cost of support will
increase. This will be unfair to the majority of
customers.
Having said that, we still want to help users who do not
feel they need to be trained. We have a repository of
"how-to-do" guides, frequently asked questions
and cases studies that users can be channeled to when
they write in to us through the Support Center.
Go to TOP
 WHAT ABOUT USERS WHO DO NOT HAVE INTERNET ACCESS?
We allow Support Tickets to be sent via FAX at +65 6720
2987 - all you got to do is to submit your support
request via fax and our admin staff will enter it into
the Support Center for you.
A ticket will still be
generated for you.
Go to TOP
|
Support
Service -> Online Support Center