Solar Networking

Solar is slowly ending support for customers who are not under any kind of support contract. It was always Solar’s goal to move into a contract based support. We value all our customers and appreciate all they have done for us to reach this point. Because of their support all current customers can still receive support for at least the next year. After that you will be redirected to one of our Support Partners.

Until then you are encourage to take part of our Support Contract and will be giving special pricings thought the beta phase. All support will be tracked through are support dept. Clients under contract will be given first priority.

To get support you must first create a Trouble Ticket. You can do this by Phone, Email, or though our website. Use the following info to create a ticket.

Once the ticket is created our staff will give it a priority and assign it to an agent. Once the agent has your ticket he/she will call work though the problem. When the agent is done, it will be marked either closed or it will be marked for review.

Tickets marked for review will be followed up by our staff. Tickets could be marked for review for a number of reasons. It could be a problem that we will add to our KB, or could be a problem that needs follow up. Sometimes this is due to the problem being easy to fix, but fixing what caused the problem might cause large system downtime or reconfiguration. These types of things we can schedule for times when it won’t affect your business.

An example of this could be running out of HD Space. We can put in a Temp drive to relieve the problem, then come back and install a larger HD or help clean up and organize the files to make better use of the space on the drive.

Solar is committed to make your support experience a good one. Any problems or suggestions you have to make this process even better are greatly appreciated. Customer Satisfaction is our first and foremost goal. Please let us know what we are doing right, and what we are doing wrong.