Dear HarmonySite administrator,
Our support team gets many questions that we can't answer immediately, because not enough information was supplied by the person asking the question. So we email them back asking for further details. With timezone considerations, it can thus sometimes be up to 24 hours before we get all the required information, and reply with a useful answer.
With that in mind, here are some tips for speeding up the support process...
- Firstly, and most obviously, please be sure to include the name of your group somewhere prominently in the message, such as in the subject. We have many hundreds of clients, and can't remember everyone's name or what group they belong to.
- Please include as much detail as possible. We get emails that read, "I'm getting an error on one of our members pages, can you please help?" That doesn't give us much to go on. If possible, please include any or all of the following...
- The exact page that is having the issue (if it's happening on one particular page). The best way to specify the page is to send us the address of the page (the "URL").
For example, https://www.mygroup.com/dbpage.php?pg=memlist
Tip: Click in the "address bar" of your browser (where every website's address is always shown), and then "copy" that address, then "paste" it into your message. - Copy-and-paste the exact error message, if possible
- If you know how, and the nature of the issue is not obvious otherwise, please send us a screenshot. They are hugely helpful. But we understand that they're time-consuming to create, so if you couldn't be bothered, that's fine.
- Email issues: If your issue is that emails are not being received by the recipient, please do the following...
- Important: Please first get the recipient to check their spam/junk folder. They may need to check their spam/junk folder in two places: The email program on their computer (e.g. Microsoft Outlook, Mac Mail, etc), and the spam/junk folder in their email provider's "webmail" system (e.g. within www.gmail.com, or www.hotmail.com, or the webmail facility provided by their email service).
- If the missing email is not there, then please attach a copy of the missing email (if you have one) to the email you send to our support team (note: please attach the missing email, if you know how, instead of simply forwarding it). If you can't do that, then please provide us with as many of the below as possible, so that we can check the server's email logs...
- The email address of the recipient
- The email address of the sender
- Was the email sent via one of your HarmonySite mailing lists? If so, which one?
- The date and time that the email was sent (as accurate as you can)
- The exact subject of the email (if you know it)
- How was the email sent? From within your HarmonySite website (if so, from what page)? From the sender's own email program? Somewhere else?
That's it.
These tips have all been reproduced on the "Contact HarmonySite or get help" page within your HarmonySite (access that page from the main "Admin" page).
Please pass this email on to anyone in your organisation that may ask us for help.
Cheers,
Mark Virtue
HarmonySite
Australia
+61 2 8005 4277 (Australian number)
In North America, call: 1-415-651-7009 (San Francisco number)
Skype name: mvirtue
