So you sent us a Support Ticket, Wonderful!
If You’ve Already Submitted a Service Request…
Please use the Customer Portal to check on your Service Requests. Do not send another email to check on the status of your issues. Each email sent to email@example.com starts a new Service Request.
Once you Login, you have complete visibility to your service records. If, for whatever reason, your account isn’t set up in the Customer Portal, email us at firstname.lastname@example.org with your desired password and we will set it up for you. Please note that this step must be done by a designated Janus Networks Account Manager..
Here is the process that we follow to resolve your service ticket
Once we receive your request for support, several things happen:
1.New Service Ticket
A new service ticket is generated with a ticket number that can be used to track your request via the Customer Portal.
You get an automatic acknowledgment that your request has been received and logged.
Once the ticket has been created we then process it to evaluate the best resource to handle the question or issue.
You will receive an email directly from a resource as they begin working your request, followed by a phone call to discuss.
5. Automatic Updates
The system automatically updates you on the progress or status of the work according to the workflow rules we have set up.
Two special requests to you:
1.Ticket Related Responses
If a ticket has been generated and you want to respond or update us about the same issue, please REPLY to the email notification you receive, rather than creating a new email. This allows the system to keep all related correspondence in the same ticket.
2.Ticket Un-Related Responses
If you have to notify us of an un-related problem, please create a new email to email@example.com and do NOT reply to an existing case or ticket email.