| |
Where specified, please use the following scale to answer the questions:
4 - Much higher than expected
3 - Higher than expected
2 - Lower than expected
1 - Much lower than expected
|
| 1. |
Were you satisfied with the support help you received? |
4
3
2
1 |
| |
If 2 or 1, please explain |
|
| 2. |
Did we solve your problem to your satisfaction? |
No
Yes |
| |
If No, please explain |
|
| 3. |
Did we solve your problem in a timely fashion? |
4
3
2
1 |
| |
If 2 or 1, please explain |
|
| 4. |
Did your problem require a software fix? |
No
Yes |
| |
If Yes, was the fix already documented on http://support.mirapoint.com |
No
Yes |
| 5. |
What was the knowledge level of the Support Engineer who handled your ticket? |
4
3
2
1 |
| |
If 2 or 1, please explain |
|
6. |
Did the Support Engineer who handled your ticket understand the impact of the problem in your environment? |
No
Yes |
|
If No, please explain |
|
| 7. |
Customer Care is Mirapoint's system reporting mechanism for sending Alerts and weekly reports to Mirapoint. Do you take advantage of Customer Care? |
No
Yes |
| |
If No, why not?
Our site security policy forbids it
Our support is provided by a Mirapoint service partner
We don't understand the advantages of using customercare |
| |
Other, please explain |
|
8. |
Do you visit http://support.mirapoint.com for problem resolution before contacting Mirapoint Customer Support? |
No
Yes |
|
If No, why not? |
|
| 9. |
How can we improve our support services? |
|
| |
Please explain |
|
10. |
What other support services would you like to see Mirapoint offer (for example, onsite support during upgrades, option to pre-purchase onsite support days, onsite hardware replacement services, upgrade planning etc.)? |
|
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