EIVA is providing Support services for its customers with a valid SMS (Software Maintenance and Support) for their licence through the Freshdesk platform: www.eiva.freshdesk.com
You can get in contact with us via email at support@eiva.com, from an account created on the portal (please see this article for more details: https://eiva.freshdesk.com/a/solutions/articles/43000744847) or a phone call at the +4572150505 (which will also end up in a ticket for exchanging data files and keeping track of the support cases on both sides).
We provide support for our software and hardware equipment, details about the products can be found on https://www.eiva.com/products/software and https://www.eiva.com/products/equipment
A ticket can be raised on a matter of software/ hardware support or sales related inquiry.
For software and hardware tickets the below workflow is used by the Support Team:
When a question or series of questions are addressed, they are registered in Freshdesk by default and the first level support provides an answer. When the questions exceeds the level of expertise of the agent, the questions are sent to the 2nd level support via DevOps, our internal ticketing system(during this process the ticket is set open on the 2nd level behalf). Once the 2nd level support replies to the questions, the information is sent to the Freshdesk ticket and the agent is replying to the customer. Same process applies to the troubleshooting cases when the level of expertise of the agent is exceeded and 2nd level support is needed.
When a bug or feature request is sent, the ticket is registered in Freshdesk by default and the agent is creating an internal ticket in DevOps and assign it to the designated Product Manager. The customer is informed about the process and the Freshdesk ticket is closed from the Support Team side. The Product Manager receives the internal ticket, assess it and if accepted it will be sent to the development team for fixing or implementing. Once the task is finished, he will be informed and also the support team. The updates will therefore be sent to the customer.
When a sales related inquiry or other inquiry that fells off the agent expertise is received, the ticket is sent over to the commercial team for handling. The commercial team will directly contact the customer outside the support ticket, The customer is informed about the process and the ticket is closed.
Please note: a ticket can be reopened anytime if it gets closed by the agent, system (automatically due to no replies) or customer.
As a general rule a ticket should be raised for each bug identified, feature request or question/questions if are on the same topic and software.