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Through chat, email or phone the user can establish contact with our qualified technicians at YSI that will register and solve your problem.
When you register a new issue a review will be performed and if the issue is outside the contracted service level or deemed to be a hardware issue, you will receive an offer from us detailing the issue, why it is outside your contracted level and the estimated cost of solving the issue by using our cheap hourly rates.
Our clients will receive a monthly summary of all the issues occurred during the month, detailing issue type, resolution time and any eventual extra costs incurred by issues outside of the contracted support level. This report gives our clients an excellent overview of the services we provide and gives a clear idea when it is more profitable to upgrade the contracted support level.
You have three options to get in contact with our support:
Web based Chat
This is our recommended means of communication with the support team, skipping all eventual phone queues, clients of ours are one click away from a support technician. With our easy to use web based chat, our clients have the possibility to contact our support technicians directly during our business hours to get the status of their open issues or register a new issue.
Phone
Using a modern pbx system we aim to eliminate any phone queues by optimizing the use of our phone lines. This enables our clients to be able to reach our technicians by phone without waiting in any queue under normal circumstances.
E-mail is a convenient way of contacting the support team, open 24/7 , you can always send a mail to our support team to open a new issue or check the status of a open issue, we are working hard to reduce the response time of e-mail to the bare minimum.
Remote Control
We use one of the leading remote control solutions for connecting to our clients. When we start to work on an open issue we will either give our client a session code they can use to start the remote control session or initiate the remote control from the chat together with the client.
If not specifically requested by a client, no remote control sessions will be initiated without active approval of our clients. Should unattended remote control sessions be a requirement of a client additional software has to be installed on that clients computers.
Security
All connections are encrypted end-to-end using 256bits AES and additionally each connection is encapsulated in the SSL protocol. This ensures a very high security and not even the Administrators of the data servers can see what data is being sent through the remote control servers.
Connectivity
The encrypted connections are relayed over a network of dedicated remote control servers throughout the globe, where the optimal server will be selected for the connection. Because the remote control uses ports 80,443 and 7615 for connecting our clients normally don't have to make any changes to their firewall. If a client can browse the Internet, making a remote control connection will also be possible.
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