Our favorite support story is when
a Syntergy developer showed up at the customer
site to do an installation of Live-Mail. Our customer
was sorry to inform us that the system was down
because the upgrade to 8.1.3 had failed. The customer
had been working all day to try to resolve the
problem. Our developer was able to complete the
upgrade in five minutes! We then went on to fix
another problem that had been open for four days.
(The customer would get a "Server is busy" message
when trying to view documents. The answer? Make
sure everyone has read and write privileges to
the "viewcache" directory.)
The reason we were able to solve
these problems so quickly was our ability to
reference our database of known problems. Customer
specific issues are solved quickly because the
developer who did the programming is assigned
to your problem. You get results quickly and
accurately.
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