A primary technical contact and one secondary (backup) contact must be designated to address MoversSuite product incidents with Product Support on behalf of your organization. These contacts need to be the MoversSuite product experts and are solely responsible for facilitating communication between Product Support and your organization.
1.3.1 Choosing your technical contacts
The ability of your primary or secondary contact to communicate effectively with Product Support ultimately determines how effective support services are for your organization. These individuals are the focal point for contact with technical product support and your organization’s internal support.
Technical contacts at your organization need to have the following abilities:
•Have excellent written and verbal communication skills
•Have an excellent understanding of the moving industry processes and terminology
•Have a thorough understanding of all the support tools available to your organization through the support website including ability to log and research incidents and the ability to use the online help and knowledge base tools, etc.
•Have sufficient training in MoversSuite products to understand each product and to be considered an expert user of both
•Be able to troubleshoot any issue within MoversSuite Software and be able to determine whether a particular issue is truly a product-related issue requiring contacting Product Support or not. We assume that all issues have been adequately investigated prior to contacting Product Support
•Be available to all MoversSuite product users within your organization
•Be easily accessible to support staff and be able to provide timely responses during incident investigations
Having technical contacts that are well equipped with these capabilities will ensure your organization is well represented and important aspects of your operations are effectively communicated.
1.3.2 Training your technical contacts
To be effective in communicating with Product Support, the primary and secondary technical contacts need to complete the recommended training for your products. Refer to the MoversSuite support website at Support Website for details on provided and supplemental training.