We’re proud to announce the launch of a brand new support initiative at Expense8. We are launching a new Online Support Portal that will improve and enhance the support we provide.
For our customers, the overall benefits of the new Online Support Portal has much greater transparency of support related activities:
- Centralised ticket management: with our robust management software, we help you track and monitor the progress of your lodged support tickets quickly and easily. From one centralised location, you and your staff will be well on your way to improved end-user care.
- Main contact person: know who is working on resolving your ticket, and communicate directly with this person to achieve a seamless support process.
- Managing tickets in accordance within agreed SLA’s: making sure that tickets adhere to your Service Level Agreement and provide a framework for problem escalation, communication and service resolution.
- Enhanced problem determination: receive and send well-formatted emails that help determine issues (screenshots, Java cores, log files, etc.)
- Access to knowledge base articles: our knowledge base will equip you with how-to’s, tips and tricks, and valuable product information.
- Access to the Expense8 Community Forum: interact with other expense8 users, post message on topics that you would like to discuss.
- Secure web-based support: your data is securely stored with us, and you can also access our Online Support Portal via mobile creating a transportable support process.
- Feature requests: Expense8 practices best of breed industry support processes and in the circumstance that you may feel we are not meeting your expectations, it is possible to request new features that are not a part of your current package.
Our Software Support Team is made up qualified software engineers, who work together to provide you with the responsive software support that you require.
Our new online support portal will enable us to exceed your expectations. We are committed to delivering our customers superior support:
- Fast response to your support requests
- Fast and timely resolution to critical issues
- High quality fixes
Our Senior Support Engineer, Marcelo Sanchez, has been the leading the development of our new online support portal. Marcelo has over 18 years of experience in Information Technology. Currently employed as Senior Support Engineer at Expense8, he provides Software Support, sharing his knowledge and leading the Software Support processes.
Previously, Marcelo has worked as an IBM Software Developer in different projects across the IT space, locally and internationally.