Technical Support from Solid Solutions has been recognised by SOLIDWORKS as being a very proactive, comprehensive service. By calling the support line (01926 333777), you are straight through to one of the dedicated Technical Support engineers. By using email and technologies such as GotoMeeting and GotoAssist, we can be on site, virtually, seeing your screen in a matter of minutes. We can even take control of your PC with your permission.
All of these services will continue, but as of October 2010, you will be able to log support calls via the Customer Portal. By logging in and going to the Service Requests area in "My Support", you can fill in the forms detailing your issue and attach files (much larger than you can email) and it is sent to our support team. Progress on these issues can then be tracked, through the customer portal, but you are also sent emails everytime there is an update.
This way, you are prompted to give us all the information we need in order to deal with your issue more effectively - something which is harder to do via email. Also, in the Customer Portal is the new improved Knowledge base, with answers to frequently asked questions just a couple of clicks away. This is the same knowledge base which we have access to, enabling you to resolve your issues much quicker than ever before.
By logging Service Requests through the Customer Portal, everything is done in one place. No longer will you need to send in an email with the description of your issue, followed by uploading files to an FTP site. You do not even have to pick up the phone!
SOLIDWORKS Corporation also have visibility to these Service Requests and they can be escalated to SOLIDWORKS more quickly if required but also, common themes can be identified allowing development to focus on these areas to improve the quality of all the SOLIDWORKS products even further.
If you have any questions on any of these changes, please contact us on firstname.lastname@example.org
or call on 01926 333777.