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Telephone and e-mail |
AssetWorks provides a toll-free telephone number that you may call on an unlimited basis for answers to questions about the system and about fleet operations. Support Representatives are available Monday through Friday from 5:00 a.m. to 5:30 p.m. Pacific Time, and are able to answer questions in a timely manner. The telephone number is 1-800-900-8152 (toll free in the United States and Canada only).
You may also contact Customer Support by sending an e-mail to FAsupport@assetworks.com.
Trapeze provides a toll-free telephone number that you may call on an unlimited basis for answers to questions about the system and about fleet operations. Support Representatives are available Monday through Friday from 8:00 a.m. to 8:00 p.m. Eastern Time, and are able to answer questions in a timely manner. The telephone number is 1-877-411-8727 (toll free in the United States and Canada only).
You may also contact Customer Support by sending an e-mail to cc@trapezegroup.com.
When you call or send a fax or e-mail to Customer Support, a Customer Support Representative (Rep) takes the call or reviews the fax or e-mail. If there are no Reps available because they are speaking with other clients, the support call or fax is logged into an electronic support queue. The Director of Customer Support monitors this queue throughout the day.
We return all calls, faxes, and e-mails in the order in which we receive them. We strive to respond to all customer support calls within 1 hour. After the Reps respond to the call, fax, or e-mail, they enter information into our call tracking database. We use this database to track the status and resolution of support calls, faxes, and e-mails, as well as to maintain historical data about contact from our clients.
To the extent that we require remote diagnostic communications in order to diagnose and resolve a question or problem, we maintain the telecommunications tools to perform this analysis. In more than 25 years of support for this product (mainframe-based and PC-based versions), we have always been able to resolve questions and problems without going on site.
When a client reports a potential problem, the Rep attempts to re-create the problem. The Rep then contacts the client and does the following:
Explains the results reached and the reasons
Obtains more information to perform additional testing, or
Uses remote access communications methods to connect to a client installation and watch the client create the problem.
If the Rep re-creates the problem and determines it to be with the system, the Rep documents it in a problem tracking database. Management reviews the database regularly and communicates with the Rep regarding any ambiguities in the reported problem. Management diagnoses and prioritizes the problem, assigns it (in the database) to one of the development staff, and provides instructions for correcting it. The developer reviews the database regularly and commences work accordingly. The Rep reports back to the client with an estimated time by which the problem will be fixed.
After fixing the problem, the development staff updates the status of the problem in the database. Management reviews any comments made by them throughout the correction process and then assigns the problem to the Quality Assurance department. If the problem is fixed, the status of the problem is changed to "complete" and the code that fixed the problem is included in the application code to be prepared for the next release/patch.
See Also