Support

From Easy-Key Manual

We provide full technical support for Easy-Key applications but it is important that users understand how this works. Because all members of MissionAssist are volunteers, and some members have a full-time job as well as being a part of the WEBBS team, there are certain limitations as to what is practical.

We will respond as quickly as we are able but that may not always be immediately, especially during holiday periods. In order to manage these inevitable delays, we use a web-based, technical support system referred to as a "Support Centre". This helps us keep track of all requests for help, and to respond in the most appropriate way. This appears to most users as just another website, albeit a rather specialized one. Click here to see the site.

How To Use The Support Centre

When you need support, please send an email to our system. This message will be recorded as an entry in our system and be allocated a "ticket number" that refers exclusively to your query. You will receive an automated reply from the system with this ticket number to confirm that your request for support has been received.

Our support staff will be notified by the system that a new query has been logged and will access the system to read it. Someone will respond to your request by adding a reply to the entry on the system. A copy of this will be emailed to you. If you then wish to ask for clarification or additional help in relation to this query, you should log in to the system (using your ticket number and email address) and add a further note to the existing entry.

When we consider that the matter has been dealt with satisfactorily, one of our support staff will close the entry and you will be notified of this by email. At this stage, if you still need help on the matter, you can simply add a reply to the "ticket" and it will be automatically re-opened.

One point to note is that every email sent to the system address will generate an additional ticket. It is, therefore, very important that you add any additional comments to an existing report by logging in to the system. Please, please don't just send us a "thank you" note by email to this address... it will only generate yet another "ticket"!