Damson Technologies
Technical Support Procedure
In order to continue to provide a high quality service to our clients Damson has implemented an online support ticketing system. We ask all our clients to follow the support procedures outlined below to ensure a prompt and satisfactory resolution of technical support issues. Failure to follow these procedures may lead to delays in addressing issues.
Kind Regards,
Donal Murphy
Operations Manager
Technical Support Information
Technical Support Hours 9:00am – 5:00pm GMT Monday – Friday (Closed Public & Bank Holidays)
Technical Support Line: (01) 685 4785
Technical Support Ticket System: https://damson.freshbooks.com
(Please contact us if you require your account details for our online system)
Technical Support Procedure
Step One
Logging a Support Ticket
Login to your account on our online support system at https://damson.freshbooks.com
Select the ‘Support’ tab at the top of the page.
Select ‘New Ticket’.
Subject – Enter a subject briefly describing the issue.
Department – Select ‘I.T. Support’.
Priority – Select ‘High’ (Critically important – e.g. Server crash), ‘Medium’ or ‘Low’.
Details – Please give as much information as possible regarding the issue. This will assist our technical support engineers in resolving your issue as quickly as possible. Incomplete or unclear information can lead to unnecessary delays.
Logging a Support Call
If you are unable to log a support ticket directly to our online system please call our Technical Support Line on (01) 685 4785. Your call will be logged and our engineers will create a support ticket on our system for your issue.
Step Two
Our engineers will attempt to resolve your issue through our support ticket system or over the phone. If the issue cannot be resolved via email or telephone support our engineers will attempt a remote login to the PC/Server/Laptop to effect repairs.
Step Three
If the issue cannot be resolved via remote login an engineer callout will be scheduled at the earliest convenience.
In order to continue to provide a high quality service to our clients Damson has implemented an online support ticketing system. We ask all our clients to follow the support procedures outlined below to ensure a prompt and satisfactory resolution of technical support issues.
Failure to follow these procedures may lead to delays in addressing support issues.
Technical Support Hours: 9:00am – 5:00pm GMT Monday – Friday (Closed Public & Bank Holidays)
Technical Support Line: (01) 685 4785
Technical Support Ticket System: https://damson.freshbooks.com
(Please contact us if you require your account details for our online system)
Technical Support Procedure
Step One
Logging a Support Ticket
- Login to your account on our online support system at https://damson.freshbooks.com
- Select the ‘Support’ tab at the top of the page.
- Select ‘New Ticket’.
- Subject – Enter a subject briefly describing the issue.
- Department – Select ‘I.T. Support’.
- Priority – Select ‘High’ (Critically important – e.g. Server crash), ‘Medium’ or ‘Low’.
- Details – Please give as much information as possible regarding the issue. This will assist our technical support engineers in resolving your issue as quickly as possible. Incomplete or unclear information can lead to unnecessary delays.
Logging a Support Call
If you are unable to log a support ticket directly to our online system please call our Technical Support Line on (01) 685 4785. Your call will be logged and our engineers will create a support ticket on our system for your issue.
Step Two
Our engineers will attempt to resolve your issue through our support ticket system or over the phone. If the issue cannot be resolved via email or telephone support our engineers will attempt a remote login to the PC/Server/Laptop to effect repairs.
Step Three
If the issue cannot be resolved via remote login an engineer callout will be scheduled at the earliest convenience.
