Support Bulletin

Our NEW Service Process!!!

Over the past few months we have made significant changes internally in order to bring you a better support experience. I would like to take a moment to explain the changes we have made so that you are all aware of how get your support issues resolved more quickly and efficiently.
First, we have changed our service process to give you a single point of contact for all your support needs; Adriane Clemens our IT Office Coordinator. All support tickets are reviewed and triaged by Adriane. This process involves gathering additional information so that the issue is presented as clearly as possible. Concisely documenting your issue and providing your NMS 5-digit support tag number will expedite triaging and ultimately dispatching. You will receive a notification from Adriane when your ticket has been dispatched to a technician. Once dispatched, you can expect your ticket to be addressed that day.


If you have a question about the status of your service ticket, Adriane is your point of contact. Please do not contact the technicians directly. She has access to all details of your issue and can be reached by calling our main number; (831)464-2440.


All tickets should be submitted via phone, email or by accessing your support portal at https://cw.networkms.net/support . The support portal also gives you visibility to all your organizations support requests and their current status’. If you are not already setup with login credentials to the portal, contact Adriane and she will get you setup.

Finally, we have been working hard to build a first class support organization. In addition to implementing process changes, over the past three months we have hired three extremely qualified IT Service Professionals and have promoted Bryan Wiley to Service Manager. We believe these changes will eliminate service delays and result in an enhanced support experience for everyone.

Periodically we will be sending updates on our service changes via email and also posted to our Service Bulletin (THIS PAGE!!).

 

Sincerely,

Darren
Darren Fippin, President

Login

Latest Blog Entry

Data Backup isn’t as Simple as You May Think
The protection of your business includes many facets. Physical security, training, and network security get most of the attention (and rightfully so), but does your business have a plan in place if th...
Continue Reading...

Latest News

Service Bulletin Section Added

We have added a service bulletin section to our website.  We will be keeping out clients updated with changes to our service process.  Check out the Service Bulletin page.

Contact Us

Learn more about what Network Management Solutions can do for your business.

callphone

Call us today    831-464-2440

1574-F Soquel Dr.
Santa Cruz, California 95065

twitter linkedin  #