When calling tech support, the question should be asked if we are needing support for stand alone, network or hosting

[mderoberts]

When calling tech support, we should be asked initially, if we're using a Stand Alone, Network, or Hosting environment, so that we can be directed initially to the correct support person.      I called support and waited 10 minutes for an advocate, only to be told that she could not help me because I was was using the Hosting environment. Then I had to wait an additional 10 minutes to get connected to the person who could finally help me.  That's valuable time during the busiest part of the year 

[sjrcpa]

20 mins hold time is actually pretty good.

[TaxGuyBill]

The problem with that idea is that if you respond with "Network", their answer will usually be "I don't know".  If you respond with "Hosting", their response will be "It's the Hosting provider's fault, not our fault".

🤣

[itonewbie]

And if you get directed to the "right" team, the next challenge is to actually get a solution instead of a scripted response from someone who doesn't even understand the software. 

Calling support is like running an obstacle course (that loops around without a finishing line).

[Anonymous]

Thanks for the idea to determine if we're using stand alone, network, or hosting when calling support. We are changing the status to "Open for voting".

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