We are committed to providing timely, thorough and efficient solutions to support tickets.
You can reach our support staff in the following ways:
|Customers can log in to the MCUC and receive assistance using a variety of methods. Access is available to schedule a call , submit a request, and chat with support. When submitting a ticket in the MCUC, customers can browse suggested solutions from topics matching their request.|
|Customers can call our MC support staff at (888) 567-3434 x2. Phone support is available Monday thru Friday, 6:00 am-4:00 pm PST. An automatic call distribution system, which queues calls for the next available Solution Engineer, is in place.|
|For any less urgent inquiries, customers may email questions to our support team by clicking here.|
Help Us Help You
Giving us the basics will help response times for customers. We ask customers to include the following information:
- Company name
- Priority level
- Complete description
- Steps to replicate
Phone System and Response Times
Telephone: 888-567-3434 x2
Our Support Services line uses an automatic call distribution system, which queues calls for the next available Solution Engineer. When you call support, a Solution Engineer will greet you. When all engineers are busy, you have the opportunity to leave a voicemail message. Although we can’t always guarantee response times, priority levels are factored into the criteria. It is our goal to respond to phone and email inquiries within 60 minutes during normal business hours.
Support Ticket Resolution
Our Goal is to assist customers in returning their application to an operational state as quickly as possible. Ultimately, resolving a support ticket with high satisfaction is desired. To achieve this, our Support team includes both Solution Engineers covering general questions (1st level) and specialized groups (2nd level) for more challenging topics. Our streamlined routing quickly places your request with the appropriate area of expertise. If one of our Solution Engineers cannot resolve your issue, management will be notified and additional resources may be brought from appropriate departments.
Support vs. Other Services
General support questions about how to perform basic functions within the Maintenance Connection software are included at no charge with the Annual Support Agreement. Additional services such as end-user training, development of integrations, software configuration, and other services are considered Professional Services. The Professional Services should be scoped out separately above and beyond the normal Annual Support Agreement. Our Solution Engineers can help clarify when this applies.