Announcement of New Support Request System

Webix is excited to announce a new change in the process when requesting support for Domain, Hosting, Issues, Problems or Projects. To get support visit www.webix.pk/login.html Login into your registered webix account, navigate to Open Ticket. To view your existing tickets status navigate to Support > Tickets.

It will require completion of a short form that includes describing your problem or need and priority status. The form should be completed as the initiation for all requests. You will receive a confirmation email for the submission of the request and our support team will evaluate and respond as per the specified priority in the request.

Please refer to the definitions below when selecting the support ticket priority. This will aid the Webix support team in better assisting your concerns. All requests are responded within business days (Mon - Fri, 9 AM to 9 PM PKT).

  1. High Priority: There are one or more issues which are completely affecting your ability to use the Webix system. Our support team will respond to your request with either a solution, or a plan to enact a solution within 2 hours.
  2. Medium Priority: There are one or more issues which are affecting your ability to use the Webix system, but you are still able to perform your daily functions. Our support team will respond to your request with either a solution, or a plan to enact a solution within 4 hours.
  3. Low Priority: You have a non-critical issue, a suggestion for a new feature, or an idea to revise a current feature. Our support team will respond to your submission with either a solution, or a plan to enact a solution within 1 business day, and may request additional details from you as needed.

 

If the issue is of an urgent nature feel free to call our support number (+92)03-111-222-584 or send an e-mail to support@webix.pk

This new procedure will allow for tracking and monitoring of all requests for priority or general needs to facilitate timely service delivery. Although support service has been rated high in our Customer Satisfaction Survey, the new Support Request System will be a process improvement for WEBIX helping to better meet the timeframes projected for completion of your support requests.

The new Support Request System will be effective as of November 1st, 2017. We greatly appreciate your support and business. Please let us know if you have any questions. Thank you for working with us to implement this new Support Request System process to better serve you.



Wednesday, October 25, 2017

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