Česky
T-SOFT HOTLINE service is focused on customers support and their questions. It also can be used as a fast way of fixing buggs and other small requirements of customers.
Basic description of HOTLINE
Access to the service
Authorized employee of the Customer who knows his own Customer ID, has the possibility to enter his requirements to our HOTLINE service in three different ways:
- via phone to the number +420 261 710 561/2, during workhours from 8.00 to 16.00,
- via fax to the number +420 261 710 563, 24 hours a day,
- via electronic mail to the address hotline@tsoft.cz, 24 hours a day.
How to specify your requirements:
When communicating with HOTLINE service please be prepared to tell us the following information:
- Your name and telephone number,
- Customer ID,
- Interraction number in case you want to talk about already opened problem.
In case your problem has not been opened by HOTLINE service yet you will be asked to answer us the following additional questions:
- Name of the product you require support for,
- Short description of the problem or requirement.
What you should do before you call our HOTLINE service
Before you call our HOTLINE service please consider the following:
- When you get an error message please write down exactly the contents of the message or print the contents of your screen.
- Try to find out if it is hardware or software problem.
- Try to find out if the problem concerns DOS, MS Windows, communication software, application or network connection.
- The person who discovered the error should be prepared to answer possible questions.
- Have prepared documentation and other things related to the problem.
- Depending on your abilities be prepared to describe in most details your activities when the error occured and also the order what you have done in order to be able to reproduce the problem.
- In case you are able to reproduce the problem please make a note how you how you have done it.
Reply of the service center
After opennig a problem, our authorized employee will call you back in a specified time (stated in contract).
Our analytics will answer your questions or help you to solve you problem by telephone. But sometimes it is necessary to make further inquiries. In such case you will be called back by our employee with the information how to solve the problem.
In many cases our employee might ask you to try alternative methods to obtain the same result by avoiding problematic way of the solution. In such cases please try the proposed solution and inform the service centre about suitability of such solution.
Further steps when your problem lasts
In case it is not possible to obtain the suitable result by common procedure we will start the other way how to fix the problem: Our specialist will visit you on site.
