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=='''What is the role of the Support Desk?'''==The role of the Support Desk is to be your first point of contact for anything [[SmartSimple]] related. If you have a question, have an idea for a new feature, or need a resolution to a problem, then we are the place to start.
==Contact==
It is our goal to provide you with timely and complete answers to your questions or concerns and to ensure that you are getting the most out of the [[SmartSimple]] platform within your organization.
You can connect with us through any of the following channels:
* '''Phone (Canada and United States):''' (+1) 416-591-1668
* '''Phone (Canada and United States) Toll Free:''' 866-239-0991
* '''Phone (Europe):''' 353(0) 1 554-7428
* '''Email:''' [mailto:support@smartsimple.com support@smartsimple.com]
* '''Direct:''' From the Help menu within [[SmartSimple]], just select the Support Request option
You may also contact our live agents who provide round-the-clock technical support 24 hours a day, 5 days a week. You have access to live support during the following hours:
* '''GMT: '''9pm Sunday - 2am Saturday
* '''EST: '''4pm Sunday - 9pm Friday
* '''PST: '''1pm Sunday - 6pm Friday
* '''AEST: '''8am Monday - 1pm Saturday
'''[https://www.smartsimple.com/support.phpttp:// Contact Live Agent here]'''
==What the Support Desk Does==
The [[SmartSimple]] Community Support Desk provides first level support to clients plus a triage of the issue to determine if it needs to be redirected to other specialists within the company. You can anticipate the Community Support Desk will be able to answer questions related to:
* Accessing your organisationorganization's copy of [[SmartSimple]].
* Logging into the system (including lost [[Password|passwords]], etc).
* All standard features and functions within the system.
The Community Support Desk will generally not be able to directly assist you if the issue is related to:
* Your organisationorganization's specific processes.
* Industry related issues.
* In-depth technical issues.
In all cases a ticket number is issued and an email sent to you confirming that the issue has been logged, even if the issue was resolved on the first call. Where the ticket cannot be resolved on the first call the issue will be managed by Community Support Desk personnel - even if other specialists are involved.
We provide several methods for becoming more familiar and increasing your knowledge of the [[SmartSimple]] platform outside of our Community Support Desk. They are:
==See Also==
* [[Service Levels]]
* * [[Community Portal]]
[[Category:System Management]][[Category:Help Desk]][[Category:SmartSimple]]
