Pitney Bowes MapMarker USA - Manual (Page 25)

Chapter 1:
Getting Technical Support
MapMarker USA 25
25
User Guide
The Support Tracking System
The Support Tracking System is used internally by the Technical Support department to manage and
track customer issues. The system also has the ability to track calls with accountability. This system
helps Tech Support respond to all customer issues quickly and effectively.
Expected Response Time
Most issues can be resolved during the customer’s initial call. If quick resolution is not possible, a
response is issued before the end of the business day. A Technical Support representative will
provide you with the status each business day until the issue is resolved.
Support requests submitted by e-mail are handled using the same guidelines as telephone support
requests. However, there is an unavoidable delay of up to several hours for message transmission
and recognition.
Exchanging Information
Occasionally a Technical Support representative will ask you to provide sample data in order to
duplicate your scenario. In the case of our developer tools, a small subset of sample code may be
requested to help duplicate the issue.
The preferred method of exchanging information is either via e-mail or our FTP site. Use the
following e-mail address:
• Globally – [email protected]
Accessing the Pitney Bowes Software FTP site
For information regarding our FTP site, contact Technical Support. If information cannot be provided
electronically, Pitney Bowes Software also accepts information in the following media formats:
• CD
• DVD
Software Defects
If the issue is recognized as a defect in the software, the Technical Support representative will log
the issue in our incident database and assign an incident number that can be used for tracking
purposes.