Orchid Support
Orchid provides support options for all of its
customers. We pride ourselves on our support
which includes a 24 hour helpdesk and knowledge
base.
All of Orchid's services are administered primarily through a helpdesk. While it may seem most effective to get someone on the phone when it comes to support, we've found that getting everything in writing is better. For one our entire staff receives the ticket, allowing any number of action points and solutions. Secondly the question is documented which allows us to refer to it in the future, easily turn it into a knowledgebase article and to document the solution for the client's reference as well.
The following are our policies and procedures:
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All of Orchid's services are administered primarily through a helpdesk. While it may seem most effective to get someone on the phone when it comes to support, we've found that getting everything in writing is better. For one our entire staff receives the ticket, allowing any number of action points and solutions. Secondly the question is documented which allows us to refer to it in the future, easily turn it into a knowledgebase article and to document the solution for the client's reference as well.
The following are our policies and procedures:
All
customers must have a support contract.
If you do not have one, please contact us at info@orchidconnect.com.
All support contracts are for email support only, using our helpdesk where you can submit and manage your tickets for future reference. If you want phone support we have an hourly rate for that which we can share with you when you call our main number. (Exceptions are made for emergencies like a site being down.)
Support time is calculated in 15 minute increments. Billing for support is sent according to your contract.
All support contracts are paid upfront.
Average response time is within the hour though our policy is 24 hours.
All support contracts are for email support only, using our helpdesk where you can submit and manage your tickets for future reference. If you want phone support we have an hourly rate for that which we can share with you when you call our main number. (Exceptions are made for emergencies like a site being down.)
Support time is calculated in 15 minute increments. Billing for support is sent according to your contract.
All support contracts are paid upfront.
Average response time is within the hour though our policy is 24 hours.