Welcome to the helpdesk of Logitude World, the first online Freight Forwarding solution specifically developed for the cloud.

Transcription

1 How to Use Logitude World s Helpdesk for Support Issues Welcome to the helpdesk of Logitude World, the first online Freight Forwarding solution specifically developed for the cloud. Although our solution is extremely user-friendly, you might still encounter some problems or would like to get an explanation about a certain feature. That s why our dedicated staff is here for you. No matter what query you have, we will provide you with the answer or solution that you are looking for. It is our commitment to solve your problems and provide you with answers as quickly as possible. Our helpdesk is at your disposal from Sunday through Friday between 6:00 and 17:00 GMT. Our professional support team categorizes the severity of each support ticket. The categorization will take place within 2 hours after receiving your call. The response time (The time from when the severity was set until the handling of the support ticket starts) will be determined by the severity. Once the response time has ended (at maximum) the handling of your support ticket starts. The time until full resolution is achieved depends on the severity and complexity of the support ticket. The handling of your ticket will take place during working hours Sundays through Fridays from 6:00 until 17:00 GMT. We handle various kinds of support ticket severity, as outlined below. 1. Urgent In case of a malfunction that prevents all users from using the system (e.g., system is not responding), the support ticket is categorized as urgent. The response time will be 2 working hours maximum. 2. High In case of a functional problem that affects the quality of the system performance to all the users (e.g, a bug preventing all users to use a critical feature), the support ticket will be categorized as high. The response time will be 4 working hours maximum. 1

2 3. Normal In case of a problem with the system performance (for example: a bug), which does not affect all users, the support ticket will be categorized as normal. The response time will be within 1 working day. 4. Low In case of a routine enquiry or notification (e.g., a request for information or training), the problem will be categorized as low. The response time will be within 2 working days. 5. If your support ticket relates to a request for a special customization that is unique for your business, your case will be transferred to the product manager. It will be decided if your request for change (RFC) will be included in upcoming version. If that is the case, your account manager will keep you posted in which version your RFC will be included. All RFCs are categorized as low. The response time will be within 2 working days. Opening a support ticket is quick and easy and does not take up a lot of your time. The process is simple and once registered, you can directly sign in any time you want by just entering your password. To start using our helpdesk, just follow the easy steps outlined below. 1. Go to: 2. Select the Support tab 2

3 3. Select Open a support case now 4. Fill in your address and password to log in. If you do not have a password, click on the link Get a password 3

4 5. Enter your address and click on Submit 6. An with a link to set up your password will be sent to your inbox. 7. Choose a password Now that you have an approved password, you can start using our support system. You can now open a support ticket or track one that is in process. 4

5 8. You can open a new support ticket by clicking on Submit a Request. If you want to track your existing support ticket, click on Check your Existing Request. 9. To submit a request, you need to fill in the mandatory fields that are indicated with an asterisk. Once completed, you need to click on submit.. 5

6 10. Once you have placed your call(s) to our support helpdesk, you can track your current support ticket(s) by clicking on the Check your Existing Requests tab. You will also receive a personal with all the details. We trust that you will be successful using our helpdesk. But as always, if you have any questions, comments or remarks, please feel free to also contact us at [email protected] 6