The best way to get support is by using the OneSource Supportal, the Supportal will allow you to enter service tickets, view the status of tickets, and review solutions. In fact, in most situations submitting a support ticket through the Supportal is quicker than calling our OneSource department, because you're entering your technical issue directly into our software instead of waiting for a technician to.
Note: Depending on permissions granted by your company's administrator, you may or may not be able to access all features of the OneSource Supportal. If you believe you should be able to access these functions, please contact your company's OneSource administrator for more information.
The OneSource Client is a software program that runs in the background on your PC and alerts us whenever your machine experiences a problem. It actively monitors your hardware, and provides us with information about your machine.
Note: If you don't see the icon pictured above, the OneSource client is not installed on your computer and you need to contact your Office administrator.
A support Ticket provides us with the details of a problem you are having with your computer, your network, your server, or any other piece of hardware or software that is covered by your company's OneSource agreement. We use a comprehensive program to handle support tickets that alerts support staff whenever you submit a new ticket, and assists with scheduling your request in order to ensure a fast, reliable solution.
This is an example of a GOOD TICKET:
This is an example of a BAD TICKET:
After filling out a detailed ticket and hitting SUBMIT your ticket is immediately routed to our OneSource Queue, where it is then assigned to the next available technician.
The OneSource Queue is used to establish an order and work on tickets begins in the order they were submitted. On average a OneSource customer may wait up to 30 minutes before being notified by a technician about thes status of their ticket.A technician will then review your ticket and will begin to fix the issue, at this point a technician may:
- Call you
- Need to remotely connect to your computer
- Email you when the problem is resolved.
You can also log back into the OneSource Supportal to check the status of the ticket and read technician notes.
We realize that technical emergencies can lead to network downtime, at all times there is a system in place to determine the priority of a ticket, call, or email. This system takes into consideration:
- How many users are affected, the greater the number of users the higher the level of severity.
- The business impact, if the problem is stopping business critical work then it is assigned a high priority.
Technicians begin working tickets with high priority immediately.
Our priority for OneSource customers is to avoid or limit network downtime, while resolving all tickets in an efficient and timely manner.