Post Upgrade Support & Engagement Recommendations
Following an upgrade, customers often need clarification on the types of assistance available through the standard support plan versus paid professional services. The guidance below outlines recommended next steps and available support options.
1. Standard Support Plan – Remote Technical Assistance
Customers may initiate remote support directly through:
- Support Menu → Remote Support within the application
- https://simplehelp.microix.com
Remote sessions allow Microix Support to:
- View the customer’s screen
- Troubleshoot reported issues
- Provide real‑time assistance via chat or phone
Note: Standard support does not include scheduled technical support appointments.
Recommendation: Encourage customers to submit separate support tickets for each issue to ensure proper tracking and resolution. However, exceptions may be made post‑upgrade to address multiple outstanding issues in a single remote session when it improves efficiency.
2. Email‑Based Issue Review (Alternative Option)
Customers who prefer not to schedule a remote session may email a list of outstanding issues to:
modern@microix.net
Support can review the items and provide guidance or apply fixes where possible without requiring a live session.
3. Professional Services – Recommended for Post‑Upgrade Guidance
For customers seeking structured, scheduled assistance after an upgrade—including training, workflow questions, configuration help, or ongoing technical guidance—Microix offers paid professional services.
This engagement includes:
- A dedicated consultant
- Scheduled appointments
- Defined scope of work
- Hourly commitment based on customer needs
Recommendation: Suggest professional services when customers need deeper, hands‑on support beyond troubleshooting—especially after major upgrades that introduce new features or workflow changes.
4. Final Recommendation to Customer
Provide the customer with the following options and allow them to choose the best fit:
- A remote support session to address multiple post‑upgrade issues
- Email submission of outstanding items
- A professional services engagement for structured, scheduled assistance