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Recent News Recent news and announcements from Rosari IT-Services http://support.rosari.com/News/root.aspx

Sat, 19 May 2012 12:40:15 GMT

SmarterTrack Professional 3.6.3413 Contact Information for Help

Offices and contact information for Helpdesk & Support

http://support.rosari.com/News/1/contact-information-for-help.aspx Wed, 01 Dec 2010 11:00:00 GMT newsitem1 <style> @font-face { font-family: "Arial"; }@font-face { font-family: "Cambria Math"; }@font-face { font-family: "Myriad Roman"; }@font-face { font-family: "Myriad Pro SemiExt"; }@font-face { font-family: "MyriadBold"; }p.MsoNormal, li.MsoNormal, div.MsoNormal { margin: 0cm 0cm 0.0001pt; font-size: 12pt; font-family: "Times New Roman"; }h5 { margin: 0cm 14.2pt 0.0001pt 22.7pt; page-break-after: avoid; font-size: 11pt; font-family: Arial; }p.MsoHeader, li.MsoHeader, div.MsoHeader { margin: 0cm 0cm 0.0001pt; font-size: 12pt; font-family: "Times New Roman"; }p.MsoFooter, li.MsoFooter, div.MsoFooter { margin: 0cm 0cm 0.0001pt; font-size: 12pt; font-family: "Times New Roman"; }a:link, span.MsoHyperlink { color: blue; text-decoration: underline; }a:visited, span.MsoHyperlinkFollowed { color: purple; text-decoration: underline; }span.Heading5Char { font-family: Arial; font-weight: bold; }span.HeaderChar { }span.FooterChar { }.MsoChpDefault { font-size: 10pt; }div.WordSection1 { page: WordSection1; }ol { margin-bottom: 0cm; }ul { margin-bottom: 0cm; } </style> <h5 style="margin: 0cm 13.3pt 0.0001pt 42.55pt;"><span style="font-size: 24pt; font-family: "Myriad Roman"; color: rgb(153, 153, 153);" lang="EN-GB">STANDARD PROCEDURE FOR <br> HELPDESK AND HOTLINE USAGE</span></h5> <h5 style="margin: 0cm 13.3pt 0.0001pt 42.55pt;"><span style="font-size: 22pt; font-family: "Myriad Roman"; color: rgb(153, 153, 153);" lang="EN-GB"> </span></h5> <h5 style="margin: 0cm 13.3pt 0.0001pt 65.05pt; text-indent: -22.5pt;"><span style="font-weight: normal;" lang="DE"><span style="">1.<span style="font: 7pt "Times New Roman";">       </span></span></span><span style="font-size: 14pt; font-family: "Myriad Roman"; font-weight: normal;" lang="EN-GB">Send an email to:</span><span style="" lang="EN-GB"> </span><span lang="DE"><a href="mailto:support@rosari.com"><span style="font-size: 14pt; font-family: "Myriad Roman";" lang="EN-GB">support@rosari.com</span></a></span><span style="" lang="DE"> </span><span style="font-size: 14pt; font-family: "Myriad Roman"; font-weight: normal;" lang="EN-GB">for opening a new ticket (case) and creating a helpdesk request. You will get a „ticket number” as a confirmation. Note that all requests must be submitted via email.<br> </span><span lang="DE"><br> </span><span style="font-size: 14pt; font-family: "Myriad Roman"; font-weight: normal;" lang="EN-GB">You may track the progress of the request at the following address:</span><span lang="EN-GB"> </span><span lang="DE"><a href="http://support.rosari.com/"><span style="font-size: 14pt; font-family: "Myriad Roman";" lang="EN-GB">http://support.rosari.com</span></a> </span></h5> <p class="MsoNormal"><span style="" lang="DE"> </span></p> <h5 style="margin: 0cm 13.3pt 0.0001pt 65.05pt; text-indent: -22.5pt;"><span style="font-size: 14pt; font-family: "Myriad Roman"; font-weight: normal;" lang="EN-GB"><span style="">2.<span style="font: 7pt "Times New Roman";">        </span></span></span><span style="font-size: 14pt; font-family: "Myriad Roman"; font-weight: normal;" lang="EN-GB">Submit a request via phone in <span style="text-decoration: underline;">case of internet/email problems:</span><br> <br> Depending on your country and contact, use the following hotline numbers:</span></h5> <p class="MsoNormal"><span style="font-size: 14pt; font-family: "Myriad Roman";" lang="EN-GB"> </span></p> <p class="MsoNormal" style="margin-left: 65.05pt;"><span style="font-size: 14pt; font-family: "Myriad Roman";" lang="EN-GB"><span style=""></span>Switzerland :<span style="">                    </span><span style="">            </span><span style="">            </span><span style="">              </span><span style="">   </span></span></p> <p class="MsoNormal" style="margin-left: 65.05pt;"><strong style=""><span style="font-size: 14pt; font-family: "Myriad Roman";" lang="EN-GB">+41 31 991 01 01</span></strong><span style="font-size: 14pt; font-family: "Myriad Roman";" lang="EN-GB"> (German/English)</span><span style="font-size: 14pt; font-family: "Myriad Roman";" lang="EN-GB"><span style=""> <br> </span></span></p> <p class="MsoNormal" style="margin-left: 65.05pt;"><span style="font-size: 14pt; font-family: "Myriad Roman";" lang="EN-GB"> </span><strong style=""><span style="font-size: 14pt; font-family: "Myriad Roman";" lang="EN-GB">+41 22 792 75 31</span></strong><span style="font-size: 14pt; font-family: "Myriad Roman";" lang="EN-GB"> (French/</span><span style="font-size: 14pt; font-family: "Myriad Roman";" lang="EN-GB">English</span><span style="font-size: 14pt; font-family: "Myriad Roman";" lang="EN-GB">)</span><span style="font-size: 14pt; font-family: "Myriad Roman";" lang="EN-GB"><span style="">   </span><span style=""><br> </span></span></p> <p class="MsoNormal" style="margin-left: 65.05pt;"><span style="font-size: 14pt; font-family: "Myriad Roman";" lang="EN-GB"><span style=""><br> </span></span></p> <p class="MsoNormal" style="margin-left: 65.05pt;"><span style="font-size: 14pt; font-family: "Myriad Roman";" lang="EN-GB">France :</span> </p> <p class="MsoNormal" style="margin-left: 65.05pt;"><span style="font-size: 14pt; font-family: "Myriad Roman";" lang="EN-GB"><span style=""></span><strong style="">+33 </strong></span><strong style=""><span style="font-size: 14pt; font-family: "Myriad Roman";" lang="EN-GB">492 00 71 54 (Bureau)</span></strong><span style="font-size: 14pt; font-family: "Myriad Roman";" lang="EN-GB"></span></p> <p class="MsoNormal" style="margin-left: 65.05pt;"><span style="font-size: 14pt; font-family: "Myriad Roman";" lang="EN-GB"><strong style="">+33 626 650 332 <span style=""> </span>(Mobile)</strong><span style="">            </span><strong style=""></strong></span></p> <p class="MsoNormal" style="margin-left: 65.05pt;"><strong style=""><span style="font-size: 14pt; font-family: "Myriad Roman";" lang="EN-GB"> </span></strong></p> <p class="MsoNormal" style="margin-left: 65.05pt;"><span style="font-size: 14pt; font-family: "Myriad Roman";" lang="EN-GB">Office hours (Monday to Friday) :<strong style=""><br> Mo-Fr 8h-12h and 13h30-18h </strong></span><sup><span style="font-size: 10pt; font-family: "Myriad Roman";" lang="EN-GB">1)</span></sup><strong style=""><span style="font-size: 14pt; font-family: "Myriad Roman";" lang="EN-GB"></span></strong></p> <p class="MsoNormal" style="margin-left: 65.05pt;"><strong style=""><span style="font-size: 14pt; font-family: "Myriad Roman";" lang="EN-GB"> </span></strong></p> <p class="MsoNormal" style="margin-left: 65.05pt;"><strong style=""><span style="font-size: 14pt; font-family: "Myriad Roman";" lang="EN-GB">Reaction time : max. 24h after request has been received (only Mo-Fr) </span></strong><sup><span style="font-size: 10pt; font-family: "Myriad Roman";" lang="EN-GB"><span style=""> </span>1)</span></sup><strong style=""><span style="font-size: 14pt; font-family: "Myriad Roman";" lang="EN-GB"><span style="">               </span> </span></strong><span style="font-size: 14pt; font-family: "Myriad Roman";" lang="EN-GB"></span></p> <p class="MsoNormal" style="margin-left: 65.05pt;"><span style="font-size: 14pt; font-family: "Myriad Roman";" lang="EN-GB"> </span></p> <h5 style="margin: 0cm 13.3pt 0.0001pt 65.05pt; text-indent: -22.5pt;"><span style="font-size: 14pt; font-family: "Myriad Roman"; font-weight: normal;" lang="EN-GB"><span style="">3.<span style="font: 7pt "Times New Roman";">        </span></span></span><span style="font-size: 14pt; font-family: "Myriad Roman"; font-weight: normal;" lang="EN-GB">It does not matter which number you call (Switzerland or France). The requests are being handled one by one, depending on available ressources and priority and will be sent to the same helpdesk system via email.<br> <span style=""> </span></span></h5> <h5 style="margin: 0cm 13.3pt 0.0001pt 65.05pt; text-indent: -22.5pt;"><span style="font-size: 14pt; font-family: "Myriad Roman"; font-weight: normal;" lang="EN-GB"><span style="">4.<span style="font: 7pt "Times New Roman";">        </span></span></span><span style="font-size: 14pt; font-family: "Myriad Roman"; font-weight: normal;" lang="EN-GB">For urgent cases and problems you may send an email to the following address: </span><span style="font-size: 14pt; font-family: "Myriad Roman";" lang="EN-GB"><a href="mailto:help@rosari.com">help@rosari.com</a></span><span style="font-size: 14pt; font-family: "Myriad Roman"; font-weight: normal;" lang="EN-GB">. All messages sent to this address will automatically be forwarded via SMS to an engineer. Note that this service is <span style="text-decoration: underline;">only available</span> to customers having an <span style="text-decoration: underline;">additional maintenance/support contract</span>! Customers without additional support contract may also send a message to this address, but will be treated by a “best effort” approach without any guarantee to a ontime feedback.<br> <br> </span><font color="#a52a2a"><span style="text-decoration: underline;"><sup><span style="font-size: 10pt; font-family: "Myriad Roman"; font-weight: normal;" lang="EN-GB">1) </span></sup></span><span style="text-decoration: underline;"><span style="font-size: 14pt; font-family: "Myriad Roman"; font-weight: normal;" lang="EN-GB">Important :</span></span><span style="font-size: 14pt; font-family: "Myriad Roman"; font-weight: normal;" lang="EN-GB"> <br> Additional and extended contractual agreements (SLA) may be accorded, in order to guarantee after-office hours support.</span></font></h5> <p class="MsoNormal"><font color="#a52a2a"><span style="" lang="EN-GB"> </span></font></p> <h5 style="margin: 0cm 13.3pt 0.0001pt 63.8pt;"><font color="#a52a2a"><span style="font-size: 14pt; font-family: "Myriad Roman"; font-weight: normal;" lang="EN-GB">Please contact  : <br> </span></font></h5> <h5 style="margin: 0cm 13.3pt 0.0001pt 63.8pt;"><font color="#a52a2a"><span style="font-size: 14pt; font-family: "Myriad Roman"; font-weight: normal;" lang="EN-GB">Tel. +41 22 792 75 31 <span style="">            <br> </span></span></font></h5> <h5 style="margin: 0cm 13.3pt 0.0001pt 63.8pt;"><font color="#a52a2a"><span style="font-size: 14pt; font-family: "Myriad Roman"; font-weight: normal;" lang="EN-GB"><span style=""></span>email : <span style=""> </span>info@rosari.ch</span></font></h5> <br> <br>