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SUPPORT

BUSINESS TECHNOLOGY SOLUTIONS

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PHONE SUPPORT:

919-781-2900 Option 1

EMAIL SUPPORT

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ON-SITE VISITS

919-781-2900 ext. 27
Ask for Janet Metz

SUPPORT

	Business Technology Solutions takes great pride in the level of our support to clients, both in terms of response time and knowledge of the software packages. There are various levels of ongoing support that may be appropriate for specific organizations. We recommend that clients purchase software publishers’ support agreements and supplement them with our support services, which focus on our understanding of the business use and processes enabled by the applications. We have available the following avenues for client support: training classes, client site training, client site consultative visits, phone support, direct system access support using our website & the Internet (GoToAssist Desktop Streaming) and via email. Contact our Account Management Team for information on software publishers’ support services.

	Support hours of operations 8:30-5:00 Eastern Monday - Friday Click here for 2008 Holiday Schedule

	Phone Support: 919-781-2900 Option 1		How to prepare and gather key information for a support call:
	To facilitate a more effective response to your support requests when calling Business Technology Solutions for support dial/press “one” and the call will be routed to a team member responsible for obtaining key information from you related to the specific question or problem. This information will be logged and forwarded to a consultant who will evaluate the request and seek to resolve or insure the information is transferred to the most skilled resource available. The information will be tracked and monitored by our Account Management Team who will insure every call has been assigned and that periodic updates are provided to the client.		What is happening? Why it is different from expected? How long have the conditions existed? Since the last time the application or report performed properly are you aware of any changes? What module were you in when the problem occurred? Is there a specific error message? What were you doing when you received the error? How many users are affected by the problem? Are there any other constraints and/or deadlines being impacted by the problem that we need to be aware of?


	Email Support: Click Here
	When you have a general question that may not be as time sensitive consider sending an email to the support team. Email request will also be logged, assigned to a consultant and monitored by the Account Management Team.

	On-site Visits: 919-781-2900 ext. 27
	Contact Janet Metz to schedule consulting, support time and onsite training.

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