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Track customer tickets and issues, maintain server levels and track response and resolutions
How to create a warranty claim?
Warranty Claim A Warranty Claim is when a Customer claims free repairs within the Warranty Period of the item/service you're providing. If you are selling Items under warranty or if you have sold and extended service contract like the Annual Maintenance Contract (AMC), your Customer may contact you about an issue or a break-down of the product and provide you the Serial No of this Item. To access the Warranty Claim list, go to: ++Home > Support > Warranty > Warranty Claim++
How to create an Issue in OneHash?
Issue An Issue is an incoming query from a Customer, usually via email or from the Contact section of your website. Tip: A dedicated support Email Address is a good way to keep track of incoming queries. For example, you can send support queries to OneHash at firstname.lastname@example.org and it will automatically create an Issue in our system. To access the Issue list, go to: ++Home > Support > Issues > Issue++ !(https://storage.crisp.chat/users/helpdesk/website/6f1c2c7b8034d000/original_1v3xx
Create a Service Level Agreement
Service Level Agreement A service level agreement (SLA) is a contract between a service provider (either internal or external) and the end user on the level of service expected from the service provider. SLAs are output-based, their purpose is specifically to define the timeline in which the Customer will receive the service. SLAs do not define how the service itself is provided or delivered. To access the Service Level Agreement list, go to: ++Home > Support > Support Settings > Service
How to create a Maintenance Visit?
Maintenance Visit A Maintenance Visit is a visit made by an engineer to a Customer’s premise for maintenance work of an Item. To access the Maintenance Visit list, go to: ++Home > Support > Maintenance > Maintenance Visit++ A Maintenance Visit is usually created from a Sales Order of type 'Maintenance'. Customer Item
Create a Maintenance Schedule
Maintenance Schedule The Maintenance Schedule shows all upcoming Maintenance Visits. All machines require regular maintenance, especially those that contain a lot of moving parts, so if you are in the business of maintaining those or have some of them in your own premises, this is a useful tool to plan a calendar of activities for its maintenance. To create a new Maintenance Schedule go to: ++Home > Support > Maintenance > Maintenance Schedule++ A Maintenance Schedule is usually created