Q: I’m working at the weekend and need to raise a ticket. This is out of Exonar’s operational hours, what should I do?
A: Please go ahead and raise a ticket by one of the options listed above. Your request will be added to the queue and we’ll get back to you as soon as we reopen on Monday.
Q: I’m trying to complete an action in the platform but can’t figure out how to do it! Can I ask Exonar’s Support team for help?
A: Absolutely! Check in our help site to see if it is covered there. If not, raise a ticket. Support will liaise with you and your Customer Success Manager to ensure you receive the necessary support with your query.
Q: I have some feedback on the platform, how can I pass this on?
A: We are always open to hearing customer feedback. You can share this in a few ways:
Ask your Customer Success Manager to join our User Community Forum
Raise a feature request at: https://exonar.com/feature-request
Send us an email at: email@example.com
Q: Do you have a fixed Service-Level Agreement (SLA)?
A: Absolutely. Please get in touch with your Customer Success Manager for a copy of Exonar’s Incident Response Plan and we will be more than happy to discuss these with you.
Q: Can I view all the tickets I or my organization have raised?
A: Yes, if you create an account on the Support Web Portal you can view all the ticket you have raised or have been shared with by other members of your organization.
Q: Is there any help or documentation?
A: Yes, of course: Log in to the Exonar server and click the question mark in the top right.
Alternatively go to http://support.exonar.net to view the online help and there are technical notes on the Support Web Portal in the knowledge base.
Q: Do you offer any training?
A: We have an extensive training catalogue of courses for you. Speak to your Customer Success Manager for more information.