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| | New Support System
To help us better manage support requests from our growing number of clients, thedatabank is adopting a new technical support system effective August 17, 2009.
Submitting a request will still work the same way: simply click Support under your Help menu, and fill out the form. This creates a support ticket for us, and gives us some important information that helps diagnose problems.The first time you create a Support Request, you'll receive a Welcome Email, asking you to set up a password so you can log in at http://support.thedatabank.com to see your requests. This is a one time process. Please alert your users that they will receive this email after their first time sending a request in the new system. Encourage all users to click the link in the email to confirm their set up in the new system.
Once they've created a new password, your users will be able to log into our support website, http://support.thedatabank.com/home. There they will be able to check the status of their requests, add new information to requests if needed, and get additional resources, including user forms, FAQs and Tips and Tricks on databank usage. Please note that your users don't HAVE to use the new Support site. Support Requests should still be entered via the Help menu whenever possible, and you will continue to receive responses to your requests via email or phone.
In addition to giving you more comprehensive technical help, this system will allow staff at thedatabank to better monitor requests and track our response times to requests. For you, it offers a way to see all of your current and past Support Requests, and incorporates resources such as forums and tutorials into your support experience.
If a staff person is unable to log into your databank, they will be able to visit http://support.thedatabank.com/home to enter their support request there. The Support Center link in the For Clients section of our website also links to this page.
There are a few things we need you to do so your staff is ready for this new support package.
- If you have server level spam protection or if your Internet Service Provide provides spam protection, please have your technical staff "white list" the following email addresses: clientsupport@thedatabank.com and notifications-clientsupport@thedatabank.com.
- If staff have individual spam protection, please ask them to also white list these email addresses and also add them to their email program's address book. Both of these steps will help ensure that your staff gets responses from our staff regarding their support requests.
- Please remind your staff that it is VERY important that they use the Support link on the Help menu in your databank to request technical support. This will help all of us better manage support requests and respond to them in a timely manner.
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