Contact Our Technical Support
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Texas
TCS Inc. Technical Support Policy
Texas
TCS Inc. Customer Dedication and Technical Support Team is committed to
providing you with high-quality assistance so you can install products
smoothly and keep them running effectively.
Email Access Technical support is available by sending an email to our Technical Support Group.
To Request For Support, Click: TECHNICAL SUPPORT
To contact the Technical Support Center by telephone please call the the following numbers:
General Contact: (972) 241-0700
Normal Operating
Hour Service Request: (972) 241-0700
After Hour, Weekends
and Holidays
Service Request (469) 682-7394
Technical Support
Group Email Address support@texastcs.com
When
you call, you should be at the computer where the product is running and have a
copy of the product documentation at hand and Texas TCS Inc. support engineers
are available by telephone 24 x 7.
Note:
Responses to support requests may be either by email or by telephone, so please
be sure to include accurate contact details in all support requests.
Our
experienced Technical Support Engineers work to ensure that our customers
get the fast quality service and response times.
OUR
TECHNICAL SUPPORT
·
Provide
software installation assistance
· Fulfill requests for literature and product documentation Identify, gather and document problem symptoms
·
Problem
verification
·
Perform
all aspects of problem resolution
·
Proficient
with all aspects of the product and systems operation
·
Trouble-shoot
and debug where appropriate
·
Provide
non-code fix problem resolution
·
Provide
customized workarounds
·
Provide
and communicate information not included in documentation
·
Escalate
calls as necessary
·
Maintain
timely, complete and accurate problem status data
·
Provide
unit tested code fixes for identified and reported defects
·
Provide
Enhancements to support environmental changes
·
Provide
competitive Enhancements as dictated by marketing surveys
Texas
TCS Inc. Technical Support Team strives to provide the best possible services to
our customers. The customer’s requests and issues will be handled according to
its impact on your E-Business environment. Texas TCS Inc. Technical Support
Engineer will work with you to determine your specific problem and classify your
support need.
Escalation
Procedures
Escalation
refers to calls involving users who are not satisfied with the way their issues
are being resolved and therefore require management intervention.
There
are two types of escalation issues: service and technical.
·
Service
issue: the user did not get what he was expected or was promised out of the
Support organization. This includes problems with response time, resolution
time, and professionalism of the support engineer.
·
Technical
issue: the product has a defect that prevents its proper functioning in ways
that are not acceptable to the user. This is generally a severity 1 issue where
the fix is not readily available.
To
maintain continuity one individual will drive the resolution and interface with
the client’s management. The support engineer will continue to work on the
technical issue. The support center owns the resolution of all escalations, even
those requiring that other groups involved in the resolution process, such as
sales escalations or technical escalations.
Escalation
Steps:
1.
Customer Support receives call and logs into customer tracking system under
escalation category.
2.
Customer Support Engineer will route call to the Support Manager.
3. Support Manager will either handle the call or assign it to the proper manager for the escalation type i.e.,
Texas TCS Inc. Sales Manger, clients Project Manager.
4. Once escalation has been assigned, customer support will create a written plan of action for this escalation
and
log into the customer support tracking system.
5. Assigned manager will drive this action plan to conclusion. At this point the assigned manager is the only
individual
who is working with the customer.
6. Once escalation has been resolved, customer support will update escalation in the customer support
tracking system and close the case.