Introduction

The SightCall Support team is here to help. 

SightCall's scope of support, in the simplest terms, is what we support and what we do not. Part of providing effective support is clearly defining those boundaries. Thus, a clear scope helps SightCall to create a more consistent and efficient support experience.

Note that any support that might be offered beyond the scope defined here is done at the discretion of the Support Engineer.

Who should contact Support?

SightCall operates on a 'Train-the-Trainer' model, which also extends to 'Support the Support team." SightCall Support handles requests that come from Admin users of the SightCall Tenant and not from end-users directly.

Our clients are very different in their use and configuration of the SightCall platform, so we ask the SightCall Admin users to troubleshoot and attempt to fix any issues that may relate to the basic configuration or user error, such as a forgotten password, a wrong plugin installation, faulty hardware, etc.

Support process

This section describes how the support process works. 

Contact

Contact should be made through the Help Center (https://support.sightcall.com/) where you will first be able to access our external documentation and FAQ. When submitting a ticket, you will be prompted to log in to your admin.sightcall.com account to create the ticket.

If you are experiencing an issue accessing the Support page or admin page, you can also send an email to support@sightcall.com. Make sure to include your Tenant name, which can be found on the top left of the admin portal, under your login information.

Ticket process

If you encounter an issue, here is the support process: 

1. Submit a ticket via our Help Center.
   1. You may add the agent experiencing the issue as a CC.
   2. Be sure to include all the relevant information in order to process your query more efficiently (see I have an Issue/Problem/Incident to report to SightCall)
2. The ticket will be picked up by a member of the Support Team.
3. All updates, attachments, additional details, etc., will be communicated through the ticket.
   1. If necessary and after mutual agreement, we may set up a meeting or live session to help troubleshoot the issue.
4. Once SightCall support deems the issue resolved, the ticket will be updated as such.
5. You always have the option to either re-open the ticket or create a follow-up request.

We appreciate your co-operation in keeping separate issues in different tickets. This distinction helps  track and update the issues appropriately. SightCall support reserves the right to open a request on the client's behalf to keep issues separate.

Out of scope

The following are outside of the scope of support for all customers:

1. Training: SightCall Support does not provide training on the use of the technologies (hardware and software) that SightCall relies upon. If you are interested in receiving training, contact your Customer Success Manager. 
2. Basic account tasks: SightCall Support requires Admin Users to perform the basic functions of the SightCall Service and understand the basic technologies that underpin this functionality. For example, if an issue is reported, we expect the reporter to be capable of retrieving log files or performing other basic IT tasks without in-depth instruction. Most admin tasks are covered in this knowledgebase. To view these articles, you must be signed in to SightCall as an admin.
3. Professional Services: SightCall Support does not help with project deployments, installation, integrations, etc. Professional Services can be requested as part of the contract with SightCall, please contact your SightCall Sales Representative.
4. Old versions of the SDK/plugin or API: In order to support all of SightCall's client base in the most effective ways, we require all SightCall customers to regularly update the SightCall plugin (or SDK as appropriate). Only issues concerning the latest SDK and/or plugin will be considered for issue resolution. See Latest versions and downloads of the Apps, Plugins, and Integrations and SightCall Backward Compatibility Policy for more details
5. Contractual Changes: Questions about contract changes, for example, license quota, change in license type, are best directed at your SightCall Sales Representative.