Our goal of support is to provide you with the knowledge and assistance you need to use Tap Inspect to the fullest. This is why we believe support is a collaborative experience where both you and our support agents will work together to find a solution.
Before you Start
Before we jump into the bulk of our process you will need to understand the different levels of severity for support requests and how we categorize them.
This is the lowest priority support issue resolution request. They are typically general questions about how to do something. It could be about basic usage of the reporting app, how to use a feature of your Tap Inspect web account or questions about your subscription.
A feature of the Tap Inspect reporting app or web service is no longer working and it is slowing you down but you are still able to complete or publish a report. You can still perform the primary tasks that Tap Inspect is designed to do.
A support request for a critical issue is the highest level of severity and receives priority attention. Often even outside of regular support hours.
A critical issue is when you are unable to complete or publish a report due to a failure of the Tap Inspect app or the web services. This could be due to a known bug we have yet to fix or a hardware failure in our data center.
Our Support Process
Now that you understand how we categorize our support requests you can learn about our support process. As we mentioned before this is a collaborative process so we want to be as transparent about our side so that you can be confident when submitting a request.
Requesting Assisted Support
The first step in the issue resolution process is when you send your support request to Tap Inspect via one of our support request channels.
When a user contacts Tap Inspect Support a 'support ticket' is created. That ticket allows us to document and track our communications until the issue has been marked as 'solved' to the user's satisfaction.
Triage the Request
For general usage, the Support Team will likely direct you to a help center article that explains in detail how to accomplish the task you asked about. We depend on you to read the content and to complete the tasks to solve your issue.
Requesting More Details About the Request
For more complicated issues, the Support Team will often ask the user to run tests, try things out, gather additional information, and generally speaking, be as engaged in the diagnostic process, almost as fully, as the assigned support agent.
The Support Team needs to receive responses to requests in a timely manner. In the event that a response is not received our system will automatically solve and close the request after 3 days.
Completion of the Request
Once the agent has completed the request the issue will be marked as 'solved'. This is after they have completed any needed tasks or directed the user to the appropriate self-service resources.
Verify Your Satisfaction
If you are satisfied with the completion of the request there is nothing more to do. The Support Team will send a short one-question survey asking how easy the team made it to handle the issue, to make sure Tap Inspect is providing great support.
If you still need assistance or are not satisfied with the resolution of this issue, just reply to the ticket and it will be re-opened and assigned to the original agent.