At Diamond we offer three solutions to help you receive the best support.
Knowledge Base (via Diamond Support web site) is your first line of defence! This secure customer web site provides you with many resources to help you answer questions and resolve problems either on your own or with assistance from support professionals.
Assisted electronic support (via Diamond web site) should be used for non-critical issues, such as ‘How To’ questions, process questions, and feature questions. Initiate a support request by visiting the Support page on our web site under Assisted Support >> New Support Request. This approach can work well for situations that involve the relaying of specific error messages or other text messages, which can be copied into a support form so the support professional can assess the situation rather than gathering information over the phone.
Telephone support is the perfect option when your support situation involves a mission-critical business process. These types of issues include system-down and situations where an operation vital to your organization’s success cannot be performed, resulting in potential threats to the financial or legal obligations of your organization. Telephone support is the best way to solve complex issues and involves highly interactive situations.
