Setting Up a Support Call
First, ensure that you have a Support Package that includes call time. You can reach out to your Account Manager in order to verify or purchase a support package. If you do not know their direct email, you can email accountmanagement@bonterratech.com for assistance! To see the breakdown of each Support Package, click here.
Scheduling the Call
You can schedule your call one of two ways:
Use the chat feature
Create a new email case
If you chat in to schedule the call, the case will be created and correspondence will continue through email.
Note: Support cannot, in most cases, start a call at the time of the initial request. It is best to schedule your call at least a week in advance. Please consider any upcoming deadlines you may need to have the issue resolved by.
Support call hours do not roll over from month to month, so the time of the call is credited to the month it was scheduled in. Support calls can be used in 30-minute or 1-hour increments. Requests for a call on the last day of a month are credited to the month they are scheduled in, and will not count towards the previous month.
What to Provide Support:
Three dates and times you are available for the call, including your time zone (Support operates 7am-7pm CST)
A brief description of your issue and/or an agenda for what you would like to cover on the call. The exact report or form will be most helpful so we can attempt troubleshooting your issue before the call.
Note: Bear in mind that Support is not able to train users on features, but can assist with the step-by-step construction as long as there is a concrete goal in mind.
Once we have this information, we will schedule the call and potentially go over any quick fixes we identify from your initial materials. A link to the Zoom meeting will be sent to you via the case email thread.
Canceling or Rescheduling Your Call
Please let Support know as soon as you need to reschedule the call and at least an hour in advance of the call itself. If there has been no correspondence to reschedule the call, we will consider the call a no-show 15 minutes after the start time. There is no guarantee that the Support Specialist will be available to take the call if you show up after the 15-minute mark. The call may need to be rescheduled due to following appointments.