TEAM SUPPORT ADMIN INSTRUCTIONS: MUST READ

About SmartAdvocate Support Tracker:

The SmartAdvocate Support Tracker is designed for our clients to submit reports of: Issues, Bugs, Enhancement Requests, or just simply to ask questions.

In the Support Tracker, Clients can track their submissions (Incidents/Tickets), follow-up, and view statuses and comments. It also allows you access to the Knowledge page, where many firms discuss and share Tips and Best Practices advice from current Admin Users.

SmartAdvocate Support Tracker Process and Requirements:

All inquiries and requests must be submitted via the SmartAdvocate Support Tracker.  For a Firm to submit an Incident/Request, the Firm’s SmartAdvocate Administrator(s) must have an account. Pursuant to our SmartAdvocate License Agreement, ONLY USERS WHO HAVE COMPLETED SMARTADVOCATE'S ADMINISTRATIVE TRAINING PROGRAM WILL BE PERMITTED TO USE THE SMARTADVOCATE TEAM SUPPORT TRACKER

How Admin User(s) Accounts are Set-Up in the Support Tracker:

Depending upon size, your Firm may have one or multiple Admins:

a.    If your Firm has one (1) Admin, you must provide that user’s name and email address to SmartAdvocate.  That user will be added to the Support Tracker and he/she will receive an email notification to complete the setup of their Team Support account, including instructions on how to create a Username and Password to enable access to the site.

SmartAdvocate USERS MUST BE INSTRUCTED TO SUBMIT ALL ISSUES/QUESTIONS/INCIDENTS TO THE FIRMS SmartAdvocate ADMIN. IF THE ADMIN IS NOT ABLE TO RESOLVE THE ISSUE/QUESTION/INCIDENTS, THEN THE ADMIN WILL ESCALATE IT TO THE SmartAdvocate TEAM SUPPORT TRACKER SYSTEM : SmartAdvocate.na4.teamsupport.com

b.   If you have Multiple Admins, SmartAdvocate recommends that your IT professional establish a distribution list email address (i.e.: sasupporttracker@yourlawfirm.com, or something similar).  This distribution list should include all SmartAdvocate admins at your firm for whom a Support Tracker account has been or will be activated.  SmartAdvocate must be provided with that email address, together with the respective names and email addresses of the individual users who are part of the Distribution List email.  At that time SmartAdvocate will create the Support Tracker account, and an email will be sent to the distribution list to complete the setup of their Support account by creating their Username and Password.

 c.    It is mandatory that the Firm advise ALL users that all support issues/questions/Incidents must initially be sent to the SmartAdvocate Admin(s).  Only the SmartAdvocate Admin(s) will have the authority to submit support issues/questions/Incidents to our Support Team through the Team Support Tracker.  Any requests received directly from individual users will be sent to the Admin(s) for review.  Because the resolution of support issues may require the alteration of admin settings, all Admins who have authority to submit support requests through Support Tracker must also be authorized by your Firm to make configuration changes and modifications to SmartAdvocate.

Neither Users nor Admins may submit any issues/questions/Incidents directly to a SmartAdvocate Staff member or a Developer’s email.  All Incident/Tickets MUST be submitted through the Team Support Tracker: SmartAdvocate.na4.teamsupport.com.

Technical Support, however, is not a substitute for Training and should not be used for that purpose.   If additional training is required, please contact our training team at TrainingTeam@SmartAdvocate.com and/or your Sales Representative at Sales@SmartAdvocate.com.  If additional Training is requested through support and/or if support identifies a need for training, support will forward the request to the Sales Representative and the Training Department, who will then communicate with the Firm.

Replacing/Adding an Admin User to the SmartAdvocate Support Tracker:

In the event your firm wishes to add/replace an Admin User to the Support Tracker, the new Admin User must first complete the “SmartAdvocate Administrative Training Program”. Completion of the on-line monthly Admin Webinar will satisfy this requirement.   In addition, Support must be advised if a new Admin is being added and/or if an existing Admin is being replaced.   Upon receipt of this information, the Support Tracker account will be edited with the changes requested.   It is the Firm’s responsibility to maintain and update the distribution list email address as necessary so that it, at all times, includes all current SmartAdvocate admins.

Submitting an Incident/Ticket to the SmartAdvocate Team Support Tracker:

Submitting an incident/Ticket to the Support Tracker – Admin Users can submit a:

a.    Request

b.    Question

c.     Feature Request (Enhancement)

d.    Request for Custom Work/Professional services (Custom Reports, Custom Integrations, Clean-Up Projects, etc.)

e.    Suggestions.

Each Item (Incident/Request) MUST be submitted individually:

• Please DO NOT submit multiple issues in a single Incident.  

• Different issues may require submission to different SmartAdvocate Teams or staff members.  Including multiple issues in a single Incident may cause a delay in response to some or all issues.

Each item submitted will be reviewed by the Support Team and responded to individually. If additional information is needed, Support will contact the Firm’s Admin(s). If appropriate, the issue will be escalated to another SmartAdvocate Department (i.e. Development, Implementation, Sales, Training, etc.) and the issue’s Status will reflect the escalation.

You will be able to check the status of your support issues/questions/Incidents by signing into the SmartAdvocate Support Tracker.  Once there is an Incident/Request in the Support Tracker, you can add new comments, should you wish to add any additional information or to request a Status Update.

Attaching Files/Screen Shots in support of your Submission:

When you submit an Incident/Ticket, please describe the issue in detail and provide an explanation of what you are looking for.  It is helpful to also attach/add screenshots of the page/fields being discussed.  This will allow us to better respond and provide a solution in a timely fashion.  Be sure to include any necessary details and be very specific so we can expedite the investigation process.  Important information includes exact steps to reproduce the problem, case number (if the problem is case specific), or user information (if the problem only affects a single user).  After reviewing your incident, we may ask for additional information and/or a screen share.

Adding/Viewing Your Incident in the SmartAdvocate Support Tracker:

Clients may add many different types of Incidents to the Support Tracker.  Below is an overview of the Team Support Tracker and Definitions for Incident Types, Priority Settings, and Statuses that you will be using when adding and viewing Support Items:

The Admin must provide the following information for each Incident/Ticket entered into the SmartAdvocate Team Support Tracker system:

We do read each and every message.  We use the information to improve our products and services.  Your comments, suggestions, and ideas for improvements are very important to us.  We appreciate you taking the time to send us this information.