HelpDesk Support provides comprehensive technical resources to help you resolve questions and issues you encounter while using Synergy/DE products. HelpDesk Support provides access to experienced technical professionals and extensive online resources. It is a valuable resource for advanced and novice users, and for large and small companies. HelpDesk Support provides the following services.

Experienced product support representatives

Available from 5:00 AM to 5:00 PM PT, our technical support representatives have extensive experience with Synergy/DE technologies and are ready to help you with any problem or question you have with your Synergy/DE products.

Extensive online Resource Center

Accessible by password 24 hours a day, this “members only” area of the Synergex Web site provides unlimited access to numerous resources, including

• KnowledgeBase, a continually expanding database of answers and information on a wide range of topics important to Synergy developers today.
• CodeExchange, an online location where developers can find code that can help them, or offer code for others to use. This is an easily searched collection of code samples created by Synergy developers for Synergy developers.
• Tracker, a searchable database of Synergy/DE product bugs and enhancement requests.
• Support tickets, a searchable database of open and closed support tickets.
• Product documentation, an online location where you can view the latest Release Notes and Online Manuals.

Unlimited contacts and unlimited incidents

Any number of employees from your company may contact HelpDesk Support, enabling the person with the question or issue to get the help he or she needs directly. In addition, you do not have to worry about “counting incidents” as HelpDesk Support covers an unlimited number of issues.

Escalation of critical issues

Critical support issues are promptly escalated for quick resolution. If necessary, development engineers will produce a product patch to resolve your specific issue.

Online key generation

After ordering your products, you can easily obtain your license configuration keys on the Synergex Web site, giving you remote access to your keys 24 hours a day.

Product downloads

When you have Annual License Maintenance (ALM) and HelpDesk Support, you can download your product and documentation upgrades free of charge from the Synergex Web site.

Listserv memberships

You can join e-mail discussion groups created for Synergy developers. We currently host two listservs, synergy-l and OOSynergy-l. Synergy-l discusses general Synergy/DE topics, and OOSynergy-l focuses on Synergy objects support. Listserv participants discuss technical issues, share product knowledge and experience, ask help and opinions of other Synergy/DE users, share how-to's and shortcuts, and network with each other.

Beta test and STAC eligibility

You are eligible to participate in Synergy/DE beta test programs and Synergex Technical Advisory Committees (STACs)*. Beta testers get a jump-start on using new Synergy/DE products and features and provide input on the products that Synergex releases. STAC members work closely with Synergex's development team during a specific product's requirements, design, and implementation stages, to help Synergex develop a product that meets and exceeds customer expectations.

*In addition to HelpDesk support, you have to have ALM to participate in beta testing and STACs.

Continuous HelpDesk Support service improvements

Customer satisfaction with our HelpDesk Support is monitored and enhanced through the distribution of satisfaction surveys upon the closing of each support ticket. This process enables us to continually improve and expand our HelpDesk Support services.