Rincon India Solutions Pvt. Ltd.

Category: Technical Blog

  • Zetafax client update for Windows 8.1

    Information for Zetafax customers using Windows 8 or Windows Server 2012

    We are pleased to announce that the Windows Client Update for Zetafax 2012 is now available for download. This adds support for Windows 8.1 and Windows Server 2012 R2 to the Zetafax Client applications, including the Zetafax Printer.

    Windows 8.1 and Windows Server 2012 R2 are due for general release from 17th October. Windows 8.1 may be installed automatically on some computers via the Windows Update service, so it is important for Zetafax system administrators to act before the release date to ensure their systems are compatible with Windows 8.1.

    Existing Zetafax 2012 systems will not work correctly with the new platforms. A user who upgrades their computer to Windows 8.1 without this update will experience issues including a watermark on faxes which are sent using the Zetafax Printer.

    We advise all customers with Zetafax 2012 to install the Windows Client Update for Zetafax 2012 on their Zetafax Server now, to avoid difficulties if client computers are upgraded to Windows 8.1 in future. The update can be downloaded from www.equisys.com/updates, kindly contact us for the login credentials.

    Customers with older Zetafax systems should upgrade to Zetafax 2012 before installing this update. The Zetafax 2012 upgrade is available without charge for customers with a current Software Assurance contract, by contacting us on the below mentioned contact details.

    Further details about the release can be found in the following technical note:
    ZTN1970-INFO: What’s new in the Zetafax 2012 Windows Client Update

    The Zetafax Server does not currently support Windows 8.1 or Windows Server 2012 R2. We will be releasing a full update for the Zetafax Server to support the new Windows versions within 60 days of general release.

    Please contact our support for further details of the release if required.

  • Customer Support

    In today’s competitive business and technology oriented environment, the need for customer support is rising. The one thing that differentiates an organization from its competitors is the level and quality of customer service provided. Price, quality and now the support and service customers receive from an organization are changing the paradigms of customer loyalty and business value. Technical support is one service under Customer Interaction services, which requires technical knowledge, and business communications skills.

    The Need….

    This is the digital era, wherein companies are leveraging technology to develop new products and services. Similarly customers are demanding more services around it. Sales is no longer a one step process, but an ongoing process of sales support and service which is imperative for building market image, customer loyalty and increasing market share. Need of software, hardware, and resource maintenance is increasing at an amazing rate. This has created a need for companies to establish effective and efficient means of providing technical support to satisfy customer expectations. Catering to general customer complaints, queries and problems are one aspect of customer support, but technical support entails catering to a range of technical product service related problems that the customer may have.

    Technical support services can be defined as providing reliable technical support to the end users of companies that deliver technology-enabled products and services.

    Qualities of good Technical Support Services

    • Responsive – Technical support needs to be immediate in terms of the response – be it problem solving or order logging or escalating the request to the next level. They need to keep the end user informed on the status of their query either by mail or by telephone till the problem is resolved.
    • Relevance – Customers need relevant information wherein they expect organizations not to inundate them with excess information or provide minimal information.
    • Customized – Technical support needs to be tailored to the product/services of specific to the organizations.

    Technical support is provided across the following channels

    • Telephone – Live support includes troubleshooting for standard hardware/software issues, connectivity, data and voice configurations.
    • Web-based (Email/chat/IM/portals) – This is particularly useful for customers having a high degree of technical knowledge who prefer to use the web for solving problems.
    • Remote diagnostic and Collaborative browsing tools – This involves delivering technical support services through the Internet/Intranet/LAN. Examples include net meeting and messaging tools
    • Self-help resources, which utilize a knowledge management framework using, advanced technologies, E.g. extranet or the Internet.

    Levels of technical support provided

    • Level 1 technical support acts as the front end to filter calls to the respective departments. This level team also responds to incoming calls, log calls, attempts resolution and escalates to level 2. This type of support involves answering to basic queries and do not necessarily involve technically qualified staff.
    • Level 2 support provides advanced support for problems related to hardware, software and applications. Typical jobs involve troubleshooting, product installation and support, usage support and maintenance issues. This requires certified professionals with the ability to solve typical technical problems.
    • Level 3 support provides the highest level of support and requires senior level people with the technical ability to resolve complex problems.

    With inputs from Kiran Rao