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Avoiding IT Anxiety: Things to Check Before You Call Support

Nicole Osterhout Agile Process Manager
#Industry Insights
Published on October 1, 2015

We share some tips that people can follow before they contact technical support.

As Diagram's Client Services Manager, I’m responsible for managing client support for both Application and Hosting services, and I field questions related to a multitude of issues every day. But even though I’m on the receiving end of support requests, I’m all too aware of the anxieties and uncertainties that come with contacting technical support. We’ve all had experiences in which we encounter an issue that we need help with, only to find out that it was caused by a minor mistake or unforeseen detail.

While we’re happy to help our clients with any issues, we want to help you avoid any anxieties that you might have when contacting us. To make sure you have the most efficient experience, here are some helpful tips that you can follow before sending us an email or picking up the phone:

Is it Just Me?

It’s very easy to instantly react when something goes awry regarding your business, so if your website seems to be down, it makes sense to call support right away. But before you panic, it’s always good practice to test from multiple computers and devices to rule out the possibility that the issue is only on your computer. If you discover that the issue is with your computer or network rather than the website itself, you can save valuable time diagnosing the issue. However, if you find that it’s not just you, then by all means, call us as soon as possible! We’re as invested as you are in making sure technical issues don’t affect your business.

IE, Chrome, Firefox, Oh My!

Is there a difference between how your website appears on your computer and a coworker’s? If this is happening, one thing you can check is what browser you are both using and test out the issue in multiple browsers. It’s also a good idea to make sure your browser is up to date. Depending on which browser you are using, your website can display differently, so if you need to report any issues, you’ll want to gather as much information as possible about your browser and the device you are using (PC, Mac, tablet, smartphone, etc.) to let us know what needs to be addressed.

Is the Call Coming from Inside the House?

It’s always a safe bet that any issues you experience with your website are happening to everyone, but sometimes they may only limited to your private network. It’s a good idea to test the site outside your network to confirm if the public is seeing the same thing. One good way to check this is to see if the site loads on your smartphone using cellular data rather than your internal wireless network.

It’s Not Me, It’s You

You have a problem with your website, you know something is broken, and you need it fixed. You should definitely contact support, but remember that the more information you provide, the better! In addition to providing as much detail as possible about the issue, it’s a good idea to send in a screen shots showing us what you see. When sending a screen shot, always remember to include your full browser window, from the URL bar to the bottom of the page. This will help us know exactly what you are seeing, so we can replicate it, determine what is causing it, and resolve it as quickly as possible.

911! Help!

When you have an issue that is urgent, always call! Email is always welcome, but to make sure that we know your issue is high priority, calling us on the phone (even after hours!) is the best way to make sure we are able to address your issue as quickly as possible.

Nothing Is Free in this World…

Depending on the issue you are experiencing, it may result in billable charges. You can always check our Terms of Services, but it is a good rule of thumb that there will be a charge. However, there are still plenty of occurrences that won’t result in charges, including network outages, acts of nature, and Godzilla.

At the end of the day, if you’re experiencing any issues, we want to you help you get back on track and keep your business running smoothly. So whether your report turns out to be a quick update or a major network issue, we are happy to help! Do you have any questions about support? Please contact us, or feel free to leave a comment below. We’d love to hear from you!