User Tools

Site Tools


support_admin_email_templates

Differences

This shows you the differences between two versions of the page.

Link to this comparison view

Both sides previous revision Previous revision
Next revision
Previous revision
support_admin_email_templates [2018/02/07 09:41]
kpenafort
support_admin_email_templates [2019/03/06 14:58] (current)
kpenafort
Line 1: Line 1:
 ===== Standard Outgoing Email ===== ===== Standard Outgoing Email =====
  
-{{employee:standardformat.jpg}}+<​code>​Hi <​customer name>: 
 +  
 + 
 +<body of your email> 
 + 
 +For further inquiries, please dial 1-800-663-5750 or email support@windwardsoftware.com 
 + 
 +Regards, 
 + 
 +<Your Email Signature>​ 
 +</​code>​ 
  
 ===== Unable To Get A Hold Of The Customer ===== ===== Unable To Get A Hold Of The Customer =====
Line 43: Line 54:
 Good day! Good day!
  
-This is to inform you that we are closing the ticket for <insert ticket ​issue egPervasive Upgrade, Live upgrade> as we’ve kept them open for more than 15 days now and you are not ready yet to schedule the appointment. Whenever ​you are ready to set the appointment for this, just give us a call. Please do call us at least 3-5 days prior to your planned appointment date as appointments are usually booked 3-5 days before.+A support ​ticket ​was opened ​for you on <​DATE>​ regarding ​<issue>We have attempted ​to contact ​you on <phone number> with the following dates and time below:
  
-If you have any questionsplease feel free to email support@windwardsoftware.com or call our support hotline ​at 1-800-663-5750 ​for further assistance.+1st attempt – Date and Time <<- 1st LM Call (within customers business hours) 
 +2nd attempt – Date and Time <<- 2nd LM Call (within customers business hours)  
 +3rd attempt – Date and Time <<- 3rd LM Call (within customers business hours) 
 + 
 +An email was also sent last <date and time>. 
 + 
 +We have left a voicemail message each time we called <make sure this is true or change the wording> and also emailed, however we did not hear back from you. We have made one more attempt to contact you today but unfortunatelywe can’t seem to reach you when you are available. At this time, we are closing the support ​ticket as it has been kept open for more than 15 days nowWhenever you are ready to set the appointment for this, just give us a call. Please do call us at least 3-5 days prior to your planned appointment date as appointments are usually booked 3-5 days before. Just give us a call at 1-800-663-5750 ​or you may email support@windwardsoftware.com.
  
  
Line 122: Line 139:
 </​code>​ </​code>​
  
-===== Pervasive ​V12 Upgrades =====+===== Pervasive Upgrades =====
  
-<​code>​Hi <​customer name>:+<​code>​Hi <​customer name>,
    
  
-I am emailing you in order to set an appointment for the PSQL Upgrade from <insert their current version of PSQL> ​to V12. This needs to be done during your non-business hours as you need to be out of the system during the process. ​The technician will be uninstalling <insert their current version ​of PSQL> and then install ​V12 on each computer with System Five.+We phoned you earlier but got routed to VM so we thought of emailing you as well. We would just like to set an appointment for the PSQL Upgrade from <indicate versions e.g. V11 to V12>. This needs to be done during your non-business hours as you need to be out of the system during the process. ​Our technician will be uninstalling <indicate ​current ​pervasive ​version> and then install ​<​indicate new pervasive version> ​on each computer with System Five.
  
-Also we need information on the following ​prior to your appointment in order to ensure computer compatibility to Pervasive V12:+Also we need information on the following:
  
 • How many computers do you have System Five on (server and workstations)? ​ • How many computers do you have System Five on (server and workstations)? ​
 • What are the Operating Systems of these computers? • What are the Operating Systems of these computers?
 • Do you have another accounting software (e.g. Sage) installed on your servers where System Five is installed and are you still using it(Y/N)? • Do you have another accounting software (e.g. Sage) installed on your servers where System Five is installed and are you still using it(Y/N)?
- 
-For your reference as well, here is a link that lists the compatible Operating Systems for PSQL V12: http://​www.pervasive.com/​database/​Home/​Products/​PSQLv12/​v12OSSupport.aspx 
- 
-If your computer’s operating system is not compatible with PSQL V12, we will not perform the Pervasive upgrade on that computer to prevent issues from happening as a result of incompatibility. 
  
 You may reply to this email or call support at 1-800-663-5750 to arrange the appointment or if you have further questions. Thank you and have a nice day! You may reply to this email or call support at 1-800-663-5750 to arrange the appointment or if you have further questions. Thank you and have a nice day!
support_admin_email_templates.1518025283.txt.gz · Last modified: 2018/02/07 09:41 by kpenafort