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All contracted users may call for support. These contacts may be from the same site or different sites. Before a contract may be registered with Inlet, contact names and phone numbers must be supplied as part of the Sales Order processing. These contact names are entered into a database in Inlet's Support Center for review upon each call. Once the initial contacts are recorded additional contacts may be added or deleted at any time. End User (Tier 1) telephone support is support offered to all levels of clients. It is NOT expected that contacts have technical knowledge of their environment. Inlet's call coordinators verify the identity of the caller against the registered client contact list. A caller will not be allowed to talk to a support engineer unless he or she is on the contact list, If the caller identifies this as an emergency every effort will be made to assist the user while confirmation of eligibility is verified. It is very important that a client notifies Inlet when changes need to occur to their contact list for phone support. Contacts can be changed by faxing a Contact Change Form to Inlet's call coordinator at 1-732-886-3134 or calling the coordinator at 732-886-1630.. |
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