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Contact Support Information

Getting help is easy with multiple support options available. This guide shows you exactly who to contact for different types of issues and how to reach them quickly.

Primary Support Contacts

System Administrator

Best for: Account access, permissions, general setup questions - Name: [Your System Administrator Name] - Email: [admin.email@yourcompany.com] - Phone: [Phone number] - Office Hours: Monday-Friday, 8:00 AM - 5:00 PM - Response Time: Within 4 hours during business hours

What they help with: - User account creation and modifications - Password resets and access issues - Permission and role assignments - Basic troubleshooting and guidance - Connecting you with specialized support

IT Support Team

Best for: Technical issues, system problems, connectivity - Email: [itsupport@yourcompany.com] - Phone: [Phone number] - Support Portal: [Link to IT support portal] - Office Hours: Monday-Friday, 7:00 AM - 6:00 PM - Emergency Line: [Emergency phone number] (24/7 for critical issues)

What they help with: - Application not loading or running slowly - Network connectivity problems - Browser compatibility issues - System errors and crashes - Hardware and software conflicts

Application Specialists

Best for: Feature questions, advanced usage, training needs

Sagacity Specialist: - Name: [Specialist Name] - Email: [sagacity.support@yourcompany.com] - Phone: [Phone number] - Office Hours: Tuesday-Thursday, 9:00 AM - 4:00 PM

Bridge Specialist: - Name: [Specialist Name] - Email: [bridge.support@yourcompany.com] - Phone: [Phone number] - Office Hours: Monday-Wednesday-Friday, 8:00 AM - 4:00 PM

Lift Specialist: - Name: [Specialist Name] - Email: [lift.support@yourcompany.com] - Phone: [Phone number] - Office Hours: Monday-Friday, 9:00 AM - 5:00 PM

External Vendor Support

Sagacity Vendor Support

For: Complex technical issues, software bugs, feature requests - Support Portal: [Vendor support website] - Phone: [Vendor phone number] - Email: [vendor.support@sagacity.com] - Business Hours: Monday-Friday, 6:00 AM - 8:00 PM PST - Premium Support: 24/7 for enterprise customers

Bridge Vendor Support

For: Integration issues, data transfer problems, configuration - Support Portal: [Vendor support website] - Phone: [Vendor phone number] - Email: [support@bridge-app.com] - Business Hours: Monday-Friday, 8:00 AM - 6:00 PM EST

Lift Vendor Support

For: Dashboard issues, reporting problems, advanced features - Support Portal: [Vendor support website] - Phone: [Vendor phone number] - Email: [help@lift-platform.com] - Business Hours: Monday-Friday, 7:00 AM - 7:00 PM CST

How to Choose the Right Support

Decision Tree

Can't log in or access applications? → Contact System Administrator first → If no response within 2 hours, contact IT Support

Application working but confused about features? → Check documentation first → Contact appropriate Application Specialist → Request training session if needed

Technical error messages or system crashes? → Contact IT Support immediately → Include screenshots and error details → Follow up with Application Specialist if needed

Data not appearing correctly or missing? → Contact Application Specialist for the affected app → May need to escalate to Vendor Support → Document specific data issues

Need training or want to learn advanced features? → Contact Application Specialist → Request scheduled training session → Ask about group training options

Support Request Best Practices

Before You Contact Support

Gather Information: - What were you trying to do? - What exactly happened or went wrong? - When did the problem start? - Are other people having the same issue? - What browser and operating system are you using?

Try Basic Steps: - Refresh your browser (Ctrl+F5 or Cmd+Shift+R) - Clear browser cache and cookies - Try a different browser - Check if others can access the application

Document the Issue: - Take screenshots of error messages - Write down exact error text - Note the time when problems occur - Record steps to reproduce the issue

Writing Effective Support Requests

Subject Line: Be specific and descriptive - Good: "Sagacity data import failing with CSV files" - Bad: "Help" or "Problem with system"

Message Body: Include all relevant details 1. Brief description of the problem 2. Steps to reproduce the issue 3. Expected outcome vs. what actually happened 4. When it started and frequency 5. Your contact information and preferred response method 6. Urgency level and business impact

Example Good Request: 

Subject: Unable to access Lift dashboard - Error 403

Hi Support Team,

I'm unable to access the Lift dashboard as of this morning. When I try to
log in and navigate to the main dashboard, I get an "Error 403: Forbidden"
message.

Steps to reproduce:
1. Log in successfully at [application URL]
2. Click on "Dashboard" in the main menu
3. Error 403 appears instead of dashboard

This started around 9:00 AM today. I was able to access the dashboard
yesterday without issues. I've tried different browsers and clearing
my cache, but the problem persists.

This is affecting my ability to review morning reports for my team.

Best regards,
[Your name]
[Your phone number]
[Your department]

Emergency Support Procedures

When to Use Emergency Support

  • Critical System Down: No one can access any applications
  • Data Loss: Important information appears to be deleted or corrupted
  • Security Incident: Suspected unauthorized access or breach
  • Major Business Impact: Core operations cannot function

Emergency Contact Process

  1. Call the emergency hotline: [Emergency phone number]
  2. Send emergency email: [emergency@yourcompany.com]
  3. Text system administrator: [Emergency text number]
  4. Follow up with detailed email within 30 minutes

What to Include in Emergency Requests

  • "EMERGENCY" in subject line
  • Brief description of the critical issue
  • Business impact and affected users
  • Your contact information for immediate callback
  • Any error messages or symptoms observed
  • When the issue started and current status

Response Time Expectations

Internal Support Response Times

Critical Issues (System down, no access): - Initial response: Within 2 hours - Status updates: Every 2 hours until resolved - Resolution target: Same business day

High Priority (Feature broken, data issues): - Initial response: Within 4 hours - Resolution target: Within 2 business days

Normal Priority (Questions, minor issues): - Initial response: Within 1 business day - Resolution target: Within 5 business days

Low Priority (Enhancement requests, training): - Initial response: Within 2 business days - Resolution varies based on complexity

Vendor Support Response Times

Response times vary by vendor and support level. Check with your system administrator about the specific support agreements in place.

Self-Service Options

Before Contacting Support

Try these self-service resources:

Knowledge Base: - Search for solutions to common problems - Access step-by-step troubleshooting guides - Find answers to frequently asked questions

User Documentation: - Complete guides for all applications - Feature explanations and tutorials - Best practices and tips

System Status Page: - Check if there are known issues - See scheduled maintenance times - Review recent system updates

User Forums (if available): - Search previous discussions - Ask questions to the user community - Share tips and solutions

Escalation Procedures

When to Escalate

  • No response within expected timeframes
  • Issue not resolved after multiple attempts
  • Problem is getting worse or affecting more people
  • Critical business impact requiring immediate attention

How to Escalate

  1. Contact the support person's manager
  2. Copy additional people on email requests
  3. Use emergency procedures for critical issues
  4. Document previous support attempts and outcomes

Escalation Contacts

  • IT Manager: [manager.email@yourcompany.com]
  • Department Head: [head.email@yourcompany.com]
  • Executive Sponsor: [sponsor.email@yourcompany.com] (critical issues only)

Feedback and Improvement

After Support Resolution

  • Confirm the solution works completely
  • Document the resolution for future reference
  • Provide feedback on the support experience
  • Update any related documentation or procedures

Continuous Improvement

  • Participate in support surveys when requested
  • Suggest improvements to support processes
  • Report recurring issues that might need systematic fixes
  • Share successful solutions with team members

Special Circumstances

After-Hours Support

  • Emergency hotline available 24/7 for critical issues
  • Vendor support may have different hours
  • Leave detailed messages if calling after hours
  • Follow up first thing the next business day

Holiday and Vacation Coverage

  • Check coverage schedules during holiday periods
  • Plan ahead for known busy times
  • Document issues thoroughly when regular support is limited
  • Use emergency procedures only for true emergencies

Remote Work Considerations

  • VPN issues should be reported to IT Support immediately
  • Home network problems may require different troubleshooting
  • Security protocols may be different for remote access
  • Response times may vary during remote work periods

Remember, the support team is here to help you succeed. Don't hesitate to reach out when you need assistance - that's what they're there for. The key is choosing the right contact method and providing clear information about your needs.