To increase support efficiency, we have implemented a customer portal to submit new cases, review previous cases and access knowledgebase articles. Once a case is submitted through the portal, it automatically is placed in queue to be picked up in order of severity and submission time by a qualified technical support analyst working in a Response Center environment. Each technical support analyst has been trained in all aspects of a specific V-Technologies’ product line (StarShip on-prem and cloud) including carrier modules and source interfaces. This means that any support analyst assigned to your product is capable of handling your case. Our goal is to improve customer satisfaction by taking more of your support inquiries and minimizing wait times. Our analysts will work with you to document the question or problem, troubleshoot it, and work to rapidly resolve the problem.
Because each support issue is logged as a unique case, we ask that you submit your inquiry straight away rather than waiting until you have a list of questions. Contacting us immediately greatly increases our ability to properly diagnose and resolve your issue.
Contacting Customer Support
Access the Customer Portal to submit a case. If you are unsure of your credentials, try logging into the page (upper right corner) by using Forgot your password. If this doesn’t work, complete our form and we’ll create an account for you.
See below for additional Help Guides on using the customer portal.
Case Resolution Definition
Once an issue is accepted as being within the extent of technical support, the resolution of a technical support issue shall be defined as accomplishing any one of the following:
- The underlying issue is targeted and resolved provided that it is related to the software.
- Providing a reasonable solution to the issue.
- Providing a reasonable work-around to the issue.
- Determination by V-Technologies that the issue is an enhancement request and forwarding the request to the Product Team for future consideration.
V-Technologies reserves the right to limit each support call to 30 minutes at which time we will determine a course of action (appointment, forward to level 2, etc.). Because each support issue is logged as a different case, any other unrelated issue will be treated as a separate incident. All calls are assigned a case number. Case numbers may be requested from the technician at any time.
In the event that the issue cannot be resolved by our level 1 technical support staff and further research is needed, the level 1 technician will escalate the case to second level. Our second level support analysts are dedicated to further researching your question or problem and working with you toward the ultimate resolution of the issue. The level 2 technician will work to further document your issue and work towards a resolution or escalate the problem to a senior technician in the event that the problem cannot be resolved at the second level.
Product Bugs and Defects
In the event that the software problem is deemed a defect or a bug, the bug will be logged in our system and forwarded to the development team for further research. At the point of disengagement, the technician will provide you with the bug defect number and you will be further notified of the progress of the fix. Please note that unexpected behavior that can be isolated to a user’s specific configuration or environment does not constitute a product defect. The Support Analyst may provide troubleshooting suggestions for unexpected behavior in these cases, but is not responsible for the resolution of any such behavior.
What types of issues are addressed?
At V-Technologies Technical Support, we want to provide you with support that is both appropriate to the issue and in the best interest of your business needs. While there are many topics that fall within the legitimate scope of our Technical Support, there are also topics which are best handled by other parties or by other parts of your organization. Please refer to StarShip professional services for other options available to you.
Is my version of the software still supported?
The latest information regarding Release Levels and Compatibility can be found on our website: StarShip Version Support.
Contact the Sales Department: 800-462-4016 (option 1) for assistance on non-technical issues such as product purchases, upgrades, maintenance and more. V-Technologies reserves the right to change its Subscription and Support Policies at any time without notice.