Support Improvements

Support Improvements

Contacting Us News

Over the past few months we have noticed some critical problems with our current support management software. Some responses were not getting to our clients, submitted issues would not reach us for hours, and the system would randomly crash without generating an alert. As you can imagine this was major issue. So, what we decided to do was throw out our current system and start searching for a better solution. We think we finally found one that is great and will allow for a better support experience.

Please hang in there if there are any bugs we need to squash as we roll it out. Thank you for your patience and we thank you for partnering with Wireguided.

Connect with us in more ways

You can now reach us via social media and directly from our web site (in addition to email and phone). We now offer support via Twitter and Facebook and live chat via our web page. CLICK HERE for the full details.

Connect with us faster

Our previous support system had problems where some messages sent to us would be delayed by random amounts of time and our ticket updates would never reach you (or be recorded in the system). That of course was unacceptable and had to be fixed ASAP. The new system should instantly send you a response to let you know we received your request. Ticket updates from you and to you should also take under a minute.

Improved Request Management

Communication is key. Especially when time critical issues are involved. Our new system can now view embedded images so when you send screen captures we can view them instantly. To help avoid confusion on the status of a request we have created a one of a kind visual status indicator which will be included in each response to you.

Ticket Status - Submitted

Your ticket has been received by us but has not been assigned to anyone yet.

Ticket Status - Open

Your ticket has been assigned and is being worked on.

Ticket Status - Wait

We are waiting on you or a 3rd party (e.g. Vendor) for information.

Ticket Status - Closed

Your ticket has been closed / resolved.

Moving Forward

We know when our clients have a problem they expect a fast and clear response. We believe that these upgrades will improve our service to ensure that all issues are resolved on time, every time. If you have any questions or other concerns please contact us and let us know how we can meet your needs. Thank you.כיסוילרכבארבעעונות

2013 – Year of Improvements

2013 – Year of Improvements

News

In 2013 we made a number of changes to improve things. Below are some stats and our most noticeable upgrades.

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  • Migrated 73% of our partner’s email to the cloud via Microsoft Office365
  • Migrated 92% of our partners to cloud based Antivirus. Malware issues dropped 99% for upgraded partners.
  • Simplified our Referral Rewards program.
  • Upgraded our Helpdesk system to improve responsiveness and tracking.
  • Upgraded our network management tools to improve proactive maintenance.
  • Implemented new mobile device management tools.
  • Modernized our remote management software.
  • Rolled out new software installation tools to lessen downtime during upgrades.
  • Renegotiated Cloud provider agreements to remove yearly contract requirements.
  • Switched from quarterly to monthly billing based on your feedback. (Thank you!)
  • Enabled the ability to pay via Credit Card.

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