Razorleaf Support Process

How Razorleaf Can Help You…

Issue Follow-Up
The most important aspect of support is to allow you to hand off the issue, and get on with your job. Razorleaf’s centralized call tracking system allows all calls to be tracked to completion with automatic status reports and daily reminders for our consultants. Razorleaf performs daily reports and procedures to ensure that client open issues are consistently followed-up on regardless of who is responsible for the next action. Automatic email notifications keep you up to date on the progress of your issue, remind you of action items, and provide you a rare behind-the-scenes look, letting you see the communications with the vendor.

Your time is valuable. Don’t sit on hold waiting for vendor support, let Razorleaf do the heavy lifting for you. The Razorleaf support team leverages our established relationships with the software vendors to expedite issues, obtain the real information for our clients and provide the inside track on product direction to help you make decisions.

Powerful Support Tools that Work the Way You Do
Whether your preferred method of communication is email, web form, FTP, or if you like to pick up the phone and talk to a friendly voice, Razorleaf provides the tools to optimally solve your issue. Support consultants regularly utilize teleconferencing, large file transfer utilities, and even remote access tools to look into a client’s site, witness issues first hand, troubleshoot, and even repair issues. As new tools and technologies emerge, Razorleaf is one of the first to offer them to keep our clients up and running.

Above and Beyond the Vendors
Most vendors provide support for defects only; leaving the onus on the user to troubleshoot and prove the issue is a software defect. Razorleaf is focused on the productivity of the end user. Whether the issue is a software defect, a confusing configuration problem, an installation question, or even a How-To question, Razorleaf’s goal is to get you productive.

In the even that a software defect is encountered, the first focus of the Razorleaf support team is to provide a workaround to ensure that you can work while the issue is being fixed. Once you are back to work, Razorleaf support consultants will troubleshoot the issue and work with the vendor to get it resolved with as little disruption to your productivity as possible. Additionally, when users find new functionality that they would like to see in future versions, the Razorleaf support team is happy to process these enhancement requests with the vendor on your behalf.

Learn more about our support team, contact us or give us a call at 330-676-0022.