StudentLogic – the most efficient ways to communicate your system issues to us

StudentLogic – the most efficient ways to communicate your system issues to us

It’s time to remind ourselves of some basic principles to communicate well to make sure that users experience with StudentLogic and Nextlogic support team is a pleasant one.

The basis of a happy client is not a “super-hero like” system that has no faults but a wise, efficient and respectful communication that goes both ways from supplier to client and from client/user to supplier.

We really appreciate if StudentLogic users follow the instructions below to begin with to make sure that this is true for all of us.

Let’s say you have an issue with the system – technical error / bug / you cannot proceed with your work / you managed to inactivate your account, etc.  

What should happen ?

1. Please, DO NOT WAIT but IMMEDIATELY send an email to support@nextlogic.com.sg with your issue and screenshot attached displaying the issue you encountered. 

– Make sure you always and I really mean always put “proper subject name” into your email as otherwise your email domain will be black-listed and all your emails will be automatically sent to our spam and we do not monitor our spam folder.

– Make sure you do not use “spamy words in your subject” as that would also qualify your email as spam and we are trying to avoid this.

– Make sure that your email (domain name) is properly configured with correct SPF record and DKIM (talk to your IT guy please or whoever is managing your domain please) as if this is not correct, your emails will again be soon categorized as spam.

– In some case, especially if you do not use your company email but your private emails, it’s very difficult to identify which company you are from, if you are authorized to request fixing issues and also which branch you are from in case your company has multiple branches, so it’s good idea to also identify yourself, please.

– We cannot attend to general emails of “sales report does never work” type of requests. We can only help to fix your issue or problem if you give us specific case/issue when you experienced the problem and that is why it’s best to send us screenshot of when it happened with URL of the page visible so we can quickly identify the issue and fix it for you.

– It’s absolutely best to keep one email per one issue as then we can follow the thread and communication up and down easily and respond faster. If our support team has to go through thread in one email with multiple issues discussed, it’s very likely it will take much longer time and it’s higher change they will miss out on some issues you described in your email.

– This one might not be given but we really really appreciate if your tone in your emails and calls is a respectful one as it’s much higher change that you will then get a similar response in return. I know we are all only human but kindness goes a long way and while we are trained to be nice to clients (thaa…), it’s sometimes very difficult if we are dealing with a very rude input to start with. We appreciate your kind understanding.

– Issues, that are not immediately reported in the proper manner as described in the points above take much longer time to resolve as we have to go back in time, re-create issue and that takes much longer time.

2. If email does not work for you as issue is too urgent and you need to resolve it quicker, you can:

– First try calling to our office helpline number during working hours: MON-FRI: 9AM – 6PM – and either let us know that you sent us email we need to attend to or discuss the issue over the phone at +65 66351865. (Please, in any case note that our SLA is to resolve urgent technical issues/bugs first within 3 hours from being reported or latest by next working day, max within 24 hours and only then we can attend to less important issues or small updates requested, if they are covered under monthly maintenance.)

– Or you can whatsapp us at your company whatsapp group chat, if one is established with your company. If you do not have whatsapp group chat (where only selected representatives of the company can be), you can email us to request one. Whatsapp chat is used for urgent matters and technical errors ONLY or to report that you sent us email to attend to.

– There is an option to sign-up for extended customer support (call/whatsapp) 24 hrs 24/7. For quote, please email us.

3. If you are not sure about certain functionality or you are a new user of the system:

– Please, remember that our monthly customer support & maintenance does not cover tele-training and thus if you are a new user, you need to either request internal training or help from existing users in the company itself or you can ask your Manager or Person in charge in your company to approach us and arrange for extra training (online or on site). Extra training is charge-able – you can also opt out for extra tele-support on certain months if you have new users and you know they will be calling in more often. At extra fee that month you can call in and ask for extended help over the phone. Please, contact us for quote for extra training or extra tele-support on certain months.

– Having said that if you are facing issue with certain functionality and you know how it should work, it’s OK to give us a call and we will be happy to assist you or remind you about how to use that functionality. We also will be able to advice you in case extra training is however necessary.

4. You collected certain issues over longer period of time for example and you would like to discuss them with our support team to run through them:

We are introducing a new avenue to discuss certain matters with our support team and your team to settle certain not as urgent issues more efficiently. You are now eligible to arrange for one skype/zoom.us online meeting with our support team once every 3 months – please arrange with us at least two weeks in advance with detailed agenda of points/issues you would like to discuss. The time limit for this meetings is 1 hour.

There is one last important thing to mention here and we remind it very often to our users – PLEASE, DO NOT SHARE YOUR USERNAME AND PASSWORD WITH ANYONE.

For security and other reasons, we request again that you do not share your username and password with any other user as this can create a terrible security breach in the system we won’t be able to be hold liable for that. If as a user, you do not have access to certain functionality, it is for a reason and because it was requested by business owner. DO NOT solve this by asking your colleague with higher access level to give you his/her username and password but report this to your supervisor and let him know you are not authorized to perform certain task. User with access level ONLY should perform the task.

Thank you so much for your understanding,

 

Thank you,

NextLogic Team

Like us on Facebook 

 

 

 

 

 

 

 

 

 

 

Leave a Reply

Your email address will not be published. Required fields are marked *

You may use these HTML tags and attributes: <a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <cite> <code> <del datetime=""> <em> <i> <q cite=""> <strike> <strong>