The new access mechanism to GeneXus Support Services,
known as SAC Issue Tracking, has been put to work for clients in Uruguay. The
e-mail contacts used for providing support so far have been changed and they
will only be used during this month (September).
What is the SAC Issue Tracking?
The SAC Issue Tracking substantially improves service because it
allows clients to keep a record of all their queries and know their status at
all times. This is performed through a web page from the GeneXus Technical Site.
The SAC Issue Tracking enables query input through the web as well as ongoing
contact with technicians from Support, who are in charge of those queries.
How can I access SAC Issue Tracking?
Only client companies that are registered for SAC Issue Tracking
will be able to use it. In order to do so, it is necessary to:
1- Have users defined at the GeneXus Technical Site:
http://www.gxtechnical.com/registro
2- Select at least one of those users so that ARTech will
appoint it as "Contact Manager". This user will be in charge of managing the
accounts of the company's contacts, adding and eliminating web users who are
supposed to access the Technical Support Service.
3- Send an e-mail to info@gxtechnical.com with the
following information:
-Company name
-Name of the person(s) who will be appointed as the
company's Contact Manager.
-Web User, from the person that will be the company's
Contact Manager.
From this moment on, the contacts of each company will be
included as valid contacts and they will be able to enter their incidents.
How is the SAC Issue Tracking used?
Access through web page:
You have to register at http://www.gxtechnical.com/tracking using your web user; select the product and click on the "New
Incident" option. There will be an assistant that will guide you in entering the
query and will allow you to -in three pages- include the information
required for the Support team to process it.
Should the New Incident option not appear, contact your
Contact Manager.
Mail access:
The e-mail addresses to which you are supposed to send
your queries have been changed as follows:
Modeling, Protection, AS/400 Generators, DataView
Generator Knowledge Manager gx@gxtechnical.com
Business Intelligence gxplorer@gxtechnical.com
Visual Basic Generator, Setup Wizard vb@gxtechnical.com
Visual FoxPro Generator vfp@gxtechnical.com
C/SQL Generator csql@gxtechnical.com
Java Generator java@gxtechnical.com
.NET Generator net@gxtechnical.com
GXpublic gxpublic@gxtechnical.com
General Queries
support@gxtechnical.com
More information at:
http://www.gxtechnical.com/main/hgxsupport.aspx?2,3,97,