Customer Support

We recognise the importance of prompt and precise support for our customers. Support services are available for all S&T products - please contact your S&T Account Manager for details.

For customers who have purchased support, we have implemented a comprehensive system to allow us to deal quickly and accurately with any technical queries you may have. Our support systems and how to use them are described below.

SharePoint

Our first point of contact is S&T’s dedicated customer support SharePoint website. Please click here: http://sharepoint.s-and-t.com/support and login using the username and login supplied to you. The SharePoint site holds the answers to frequently asked questions as well as all available user documentation. If you are unable to find the solution to your problem here then please login to ProblemTracker using the same username and password as for SharePoint - the link to ProblemTracker is clearly displayed on the webpage.

Using ProblemTracker

Creating Tickets

To create a problem 'ticket', click on the Add icon located in the Button Bar. The Add form will appear in the Dialogue Area, allowing you to enter information about the issue you are reporting.

If you need to add attachments, check the option Add Attachments, after you have clicked the ADD button a page will open allowing you to browse for one more attachments.

NOTE: After any changes to the record by S&T or yourself you will receive an email - please read the content of the email and decide how to progress. Information in the email is also visible by selecting the view icon next to the record.

Reported

After creating a ticket you will receive an email. You will notice that the status of this record is reported. When S&T support staff start to work on the system you will receive an email stating that the record is accepted and in process or further clarification required.

Further Clarification Required

If further clarification is required, please log in to ProblemTracker again and select the Task icon by ticking the box next to the record. The screens you will progress through are as follows:

  1. Select takes icon (√) next to record
  2. Click OK to provide further information
  3. Enter the requested further information in the Additional Information text box. Add attachment if necessary (check box and select the attachments after pressing OK).
  4. Click OK

Accepted and In Process

Once the ticket has been dealt with S&T will release the ticket back to you to test the fix, you will receive an email titled Record released to customer for testing.

Please log into ProblemTracker and select the Task icon (tick) next to the record.

  1. Select task icon (√) next to record
  2. You are presented with two options
    1. Post testing issues: If after testing the solution given to you by S&T your problem is still not resolved select this option.
    2. Closed by customer: If after testing the solution given to you by S&T your problem is resolved please select this option

Problem not resolved

  1. Enter the requested further information in the Issues post testing text box. Add attachment if necessary (check box and select the attachments after pressing OK).
  2. Click OK 3.
  3. The record now enters the Reported state and the process follows as detailed above.

Closed By Customer

Enter some close detail in the Close Detail text box, select the close date. Add attachment if necessary (check box and select the attachments after pressing OK).

  1. Click OK
  2. Record is Closed
  3. End of process