New Support Information

Support Information Changes

Following on from communications recently sent out around Solarwinds, we are making further changes to your support service. The changes won’t incur costs for your company but will improve the way you’re supported. also, to put your mind at rest, the terms of your support contract will not change either.  The changes will become standard for new customers who join us as a partnership and we will also discuss any changes with existing customer’s as part of the renewal offering. There are some enhanced optional chargeable services that we will also make you aware of but again, these will improve the services we provide.

Why Make Changes?

To enhance our support offering and improve our support and customers experience, we’re firstly making changes to our ticketing system. This gives users the ability to raise tickets through emails directly if necessary. It will give the user acknowledgement and updates during the course of time that the ticket is being worked on so they’re aware of how it’s being handled. A future release of this enhancement will also be available through a web-portal which again allows for live updates to be viewed as they happen. This feature, when added to the asset tracking that the Solarwinds portal provides, further illustrates how Digital Exchange are attempting to be more proactive and dedicated to achieving swifter resolution of issues. These tools, also allows us to recognise trends in issues, and ultimately increase our intelligence when supporting your critical IT infrastructure.

Lower-level details on these changes will be released in a series of emails like this over the coming weeks. If you have any questions around any of the content, please don’t hesitate to let us know.

Summary of Change

The changes detailed on subsequent communications can be summarised as follows:

  1. Asset Tracking and Remote Monitoring for hardware and software for better interaction with our support desk ticketing software
  2. In Conjunction with the Asset Tracking tool, a support tool that will be available on the user’s computer/device.
  3. Updates to our Shadow Protect Back-up Monitoring software giving us greater visibility of back-up successes and failures. This ensures protection versus and disaster, big or small.

 

Any Initial Questions?
0114 2212000
 

 

Digital Exchange Support Tool

As part of the new asset tracking and monitoring rollout, we will be instigating a Digital Exchange Support Tool that sits in the system tray and can be identified as a orange and white ring (a bit like a life saver ring). When you hover over it, it will show as Digital Exchange Support Tool as per the image below.

 

When the icon is chosen, it will open up a menu as per the below image. Each item and its function is listed below.

The greyed-out listing is for information. Here you can find the support number and contact details.

The black listings can be clicked and perform actions as listed below.

Digital Exchange Home Page:

This will open your default web browser on Digital Exchanges home page

 Email for Information:

This will open your default email client with the Info email address already inserted. This can be used for enquiries on new and existing products, or any other information request.

New Support Request with Screenshot:

This will open your default email client with the helpdesk email address already inserted. It will allow the user to send a support request directly into the helpdesk ticketing system. It will also attach a screenshot of your desktop at that moment. This helps in showing any errors that appear on the screen. This is especially useful for intermittent faults.

New Support Request without Screenshot:

This will open your default email client with the helpdesk email address already inserted. It will allow the user to send a support request directly into the helpdesk ticketing system. It will not attach a screen shot.

Email Support with Screen Shot:

This will open your default email client with the support email address already inserted. It will allow the user to send an email directly into the support team. It will also attach a screen shot of your desktop at that moment. This helps in showing additional information that may be required or requested. This is especially useful for intermittent faults.

Email Support without Screenshot:

This will open your default email client with the support email address already inserted. It will allow the user to send an email directly into the support team where additional information is required. No screen shot will be attached. It is especially useful for intermittent faults.

The request support and email support options will also have additional information in the email body, an example is below. Please do not delete this information.

Client Name: Digital Exchange
Site Name: President Way
Username of logged on user: LCook
Device Name: DP-DIGITAL

Team Viewer Remote Support Application

This will take you to the web page for our remote support tool.

Show IP Address Info

This will open a command line window and will display the computers IP address information. This is helpful when diagnosing issues relating to network faults.

Take and Save Screen Shot

This will allow you to take a screenshot and save for later.

Launch Control Panel

Sometimes an application is required that is in Control Panel. This will launch the control panel application so the end user doesn’t need to hunt for it.

Launch Sophos Application

If you have Sophos (digitals default anti-virus software), this will launch the Sophos application to help both the support team and end users in diagnosing threat notifications.

Launch Sophos Self Help

If you have Sophos (digitals default anti-virus software), this will launch the Sophos application to help both the support team and end users in diagnosing threat notifications.

Asset Tracking and Monitoring Changes

See what Digital Exchange sees with joint access to our best-of-breed asset tracking

And  monitoring tools