Customer Support Portal Annoucement - July 07
New Customer Support Portal Launched To Enhance Billing & Support Services - 8th July 2007We are pleased to announce that we have now launched a new Customer Support Portal (powered by WHMCS) which is dedicated to improving billing and support services to all of our customers. For more information on WHMCS and the benefits it will for both us and you, please read our knowledge base article on it by clicking here.
In order to use this portal and associated services, we would ask you to register by clicking here or go the 'Register' option in the Customer Portal site. This should only take a few minutes of your time and will ensure continued and uninterrupted service from us. We are looking for a quick migration so would ask you to register by the 31st July or sooner if at all possible. We respect your privacy so this information will only be used for communications between us and you.
The new Support Portal can be found by either:
- typing support.silicondesigns.co.uk directly into your browsers address bar (note http://www is NOT required when typing this in).
- or by going to our website www.silicondesigns.co.uk and clicking on the Customer Portal menu item.Note: Don't forget to bookmark the Customer Portal for future reference
Customer Support Requests (help how do I ... help I have a problem)
We are changing the way we manage customer support requests. In the past, you either sent me an email or rang me directly. This worked well whilst our customer numbers were relatively low but it is proving to be difficult to sustain as we grow. We have therefore decided to move to the industry standard model of using a dedicated customer billing and support software product (WHMCS) to help us improve in this area.
Therefore, from 1st August, all requests for help or support will be managed through our new Customer Portal and there are two ways that you can do this.
1. send an email to support@silicondesigns.co.uk which will automatically raise a support ticket for you. Note from this date, we will not be able to answer any support requests sent to neillewis@silicondesigns.co.uk or any other personal email address you might have for us.
2. raise a support ticket in the Customer Portal by clicking here. You DO NOT need to log in to raise a ticket, just use the email address you used at registration.
3. Ok there is a third way and that's to call us but we would ask you to only use this in cases where it is either not possible or very urgent that you speak to us. You can of course ring us any time on other issues such as new build requests etc but we would ask that you try to use the Customer Portal for support where possible.Note: you don't have to wait until the 1st August to use the new support system - you can use it straight away after you have registered.
Major Incident Management
We are changing the way we manage major incidents that affect our customers websites and associated services. Examples of major incident management might be data centre connectivity issues, server issues affecting all customers, global e-mail issues e.t.c.
From 1st August, we will no longer be ringing customers directly to update them on such issues as we have done so in the past as it is now no longer an effective way to keep you updated.
With the launch of our Customer Support Portal, we now have a mechanism for alerting you to major incidents that we weren't able to do previously. The announcement's section in conjunction with the Server Status page in the Customer Portal will be used to inform you of the status of our dedicated customer server throughout the life of any incident. If there are no known issues, you will see a standard 'No known problems' message.
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