If you require technical support to resolve an issue, then please follow these guidelines:
Who Can Request Technical Support |
Typically, we recommend that only your firm’s System Administrator contact technical support. This is because the System Administrator can often resolve the issue more quickly and easily. However, if urgent support is required, then any staff person in your firm can contact us.
|
|||
Requesting Immediate Support for Urgent Issues |
If an issue arises with DesignSmart that requires immediate attention, then please call our technical support number to speak with a support person. To read more about what constitutes and urgent issue, please click here.
|
|||
Requesting Support for Non-Urgent Issues |
The preferred method for requesting support is to send an email to Support@TheSmartDesigner.com All staff are automatically sent these emails and they are automatically entered into our support ticket tracking system.
|
|||
How to Receive the Best Support |
1. When emailing a support request, include a screen shot of the issue whenever possible and if you think it will help us see the issue. 2. The screen shot should include the entire screen so we can see the project number and project name and the item number. 3. Make red lines or other notations on the screen shot if it would help explain the issue. 4. Please indicate if the issue is intermittent or occurs consistently.
|
|||
Send all emails to Support |
Even if you know your project manager's email address, it is important to send all support emails to Support@TheSmartDesigner.com rather than to your project manager's email address. This will ensure that all support staff see the email and can respond if your project manager is unable to do so.
|
|||
Response Time |
Our office and support hours are from 9:00 AM – 5:00 PM Central time. We try to respond to all support emails within 1 business day.
|
|
