The growing numbers of AMS III users has raised the need for a more formal method of support. WhatsApp message is simply not good enough to provide a professional support and ensure that all queries are properly handled.
New User Interface
A new interface has been created in AMS III. This support form is available on the Contacts page. This is available from the main menu, once a user is logged in. The form is designed to simplify and standardize support requests. Users can select from drop down lists of some basic options and then provide Avdex with an explanation of the support request.
What to Provide
An option to attach a document to illustrate the request better is provided. This can be a screen capture or any other format, relevant to the issue. Please provide only relevant information, as a 70 page document will not add much value. Users do not have to include personal information, as this is automatically added to the support request from the login data.
Try and be specific, especially when an error is reported. The error must be able to reproduce before it can be identified and fixed. Please include guidance comments such as:
- Is the problem random or can it be repeated every time?
- Is the problem linked to a specific user, printer or computer?
- Is the problem linked to a specific item ie. Work Pack, Aircraft etc?
- Is this a new error, did it work previously?
How does this support work ?
Requests will be logged on an AMS Project board as a Support Task. This is a system that is being used internally in Avdex. The advantage is that all staff has access to this board and more people are able to respond to the request. The request progress can be tracked and the possibility of tasks falling between the cracks is limited. A copy of the request will be emailed to you for your records.
Please support us to try this interface to see if we can improve our support to you. This formal interface, will also allow Avdex to identify recurring requests, which will allow us to improve the program and training.