Laserfiche WebLink
ATTACHMENT 2 <br /> Escalating a Support Call <br /> If the situation to be addressed by your open call has changed and you need to have the call priority adjusted, <br /> please call the appropriate Support Team and ask to be connected to the assigned technician. If that technician <br /> is unavailable,another technician on the team may be able to assist you, or will transfer you to the Product <br /> Support Team Manager. If you feel you are not receiving the service you need, please call the appropriate <br /> Product Manager and provide them with the open call number for which you need assistance.The Product <br /> Manager will follow up on your open issue and determine the necessary action to meet your needs. <br /> Technical Support Product Managers: <br /> Financials Team Michelle Madore(michelle.madore @tylertech.com) (X4483) <br /> Payroll/HR/Pension Team Sonja Johnson (sonja.johnson @tylertech.com) (X4157) <br /> Tax/Other Revenue/Utility Billing Steven Jones(steven.jones @tylertech.com) (X4255) <br /> Team <br /> OS/DBA Team Ben King(ben.king @tylertech.com) (X5464) <br /> TylerForms& Reporting Services Michele Violette(michele.violette @tylertech.com) (X4381) <br /> If you are unable to reach the Product Manager,please call CJ McCarron, Vice President of Technical Support at <br /> 800-772-2260, ext.4124 (cl•mccarron @tvlertech.com). <br /> Resources <br /> A number of additional resources are available to you to provide a comprehensive and complete support <br /> experience. <br /> • Munis Internet Updater(MIU):Allows you to download and install critical and high priority fixes as <br /> soon as they become available. <br /> • Release Admin Console:Allows you to monitor and track the availability of all development activity for <br /> a particular release directly from Munis. <br /> • Knowledgebase:A fully searchable depository of thousands of documents related to Munis <br /> processing, procedures, release info, helpful hints,etc. <br /> Remote Support Tool <br /> Some Support calls may require further analysis of your database or setup to diagnose a problem or to assist <br /> you with a question.GoToAssists shares your desktop via the Internet to provide you with virtual on-site <br /> support.The GoToAssist tool from Citrix(www.citrix.com) provides a highly secure connection with 128-bit, <br /> end-to-end AES encryption.Support is able to quickly connect to your desktop and view your site's setup, <br /> diagnose problems,or assist you with screen navigation. <br /> At the end of each GoToAssist session,there is a quick survey you should complete so we have accurate and <br /> up-to-date feedback on your Support experiences.We review the survey data in order to continually improve <br /> our Support services. <br /> E-mail Registration <br /> XS. Wier <br /> 23 <br />