How to submit service request - Information Insight

07 Sep 2010

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	How to submit service request

Article *Razor Managed Services request for service procedure*
Customers who requires service, has a question or general inquiry.
•   Navigate to http://rzresupport.razor-tech.com
•   In support center select Register.
•   Complete register procedure by populating; Full Name, Email (Must be valid, a confirmation email will be sent to that address), Password and Verify fields.
•   Confirm your registration by checking your inbox (if message goes to spam filter add esupport@razor-tech.com as a trusted sender.
•   Return to http://rzresupport.razor-tech.com , login with your email address and password you supplied in registration procedure.
•   Click Submit Ticket.
•   Select Razor Managed Services department and click Next.
•   Select Priority (Low, High, and Critical), populate Subject field, and describe inquiry in as much detail as possible in Body field.
•   Click Submit.
•   You will receive a confirmation email stating that Razor has received your request.
•   For ticket status you will receive an email with ticket history once technician starts working on issue. You can reply to this and the reply will append to ticket history.
•   Optionally for ticket status you can go to http://rzresupport.razor-tech.com and login with previously created account and click View Tickets.
*Ticket Priorities*
LOW: This priority is for general question(s) and non critical test and development requests.
HIGH: This priority is used for requests for service and to report system issues not affecting the production environment.
Critical: This priority is used for outages or any issue that is affecting production environment.
*Escalation Procedure*
If SLA agreement is not being met please contact 866-797-3282 and ask for David Zoretic the Razor Managed Services Director.

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10 Aug 2009 2:02 PM