Tier 1 Support Expectations
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Tier 1 Support Expectations
- 1 Minute to read
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nVoq providers Tier 2 support.
Our direct support contact information should only be used by your IT personnel who have completed Tier 1 troubleshooting.
✔ Only support agents should contact nVoq directly via the support ticket portal.
✔ End users should never be referred directly to nVoq Support.
Tier 1 Support Expectations
Before you submit a ticket to nVoq Support, you should complete appropriate Tier 1 troubleshooting, including:
- Managing accounts (enabling and disabling accounts, password resets, etc.)
- Troubleshooting network Issues (Internet issues, latency for individual users)
- Troubleshooting device and application issues (computers, tablets, mobile phones, microphones, frozen applications, application settings, application installation)
- Reviewing and attempting all appropriate nVoq troubleshooting processes, which are available on this website
- Documenting data to submit to Tier 2 for escalation (if needed), including:
- Steps you’ve taken to reproduce the issue
- Steps you’ve taken to try to resolve the issue
- Usernames of affected users
- Date and time of issue
- Relevant IDs of corrected dictations in which the issue occurred
- Screenshots of error messages, video of odd behavior, if possible
- The specific web service with the problem (if it’s an API issue)