When a Customer Contacts Tenacity
with a technical question or issue, they can do so in one of several ways: by accessing the
Web Portal,
by e-mailing us at
sr@accessaphone.com
to submit a service request or at
support@accessaphone.com
for general inquiries, and by calling 1-877-362-CITY (2489) (voice) to speak directly with a support
operator. Our support process from that point on will depend upon how the customer has chosen
to contact us.
Web Support
If customers choose to contact us online, they can search our
Knowledge Database
for information regarding any known accessaphone™ issues and solutions or best practices.
If they do not find what they are looking for, customers can choose to login to our
secure Web Portal
and generate their own service request by entering their personal
information and a description of the issue, along with preferred contact information.
Our support engineers will examine the service request, look for any solutions available
for the issue, and contact the customer according to their preferred method. The service
engineer will offer any insight and solutions he or she has found for the reported issue,
and customers don’t have to wait on the line until their service requests have been
reviewed – very little waiting, and no hassle.
If customers choose to submit an e-mail, one of two things will occur:
- E-mails submitted to
sr@accessaphone.com
generate their own service requests, instantly notifying our support engineers and allowing
them to gather information regarding the issue and then contact the customer using the
preferred method.
- If e-mails are sent to
support@accessaphone.com,
then our support operators will contact the customer to generate the service request, which is
then forwarded to our support engineers, who will contact the customer after gathering any
solutions or information available regarding the issue.
Phone Support
If customers choose to contact us by phone (voice ot TTY), they are greeted by our support operators,
who take the customer's information and generate the service request themselves, then
forward the service request to support engineers. We prefer customers provide contact
information which would allow our support engineers to locate solutions to the issue and
contact them according to their preferred method, freeing customers to go about their
business with little interruption. Customers
are also free to wait on the line for
the next available support engineer. Either way, our support process only has two levels
of support engineers, so even if the support engineer
who originally takes the call cannot address your issue, your call cannot be referred to
more than one other person!
Finally, several ways to contact support are available to the customer directly through
accessaphone™. By using the Info Center, a customer can directly call Tenacity’s support
team (1-877-362-CITY) voice or e-mail us at
sr@accessaphone.com
with the click of a button!
For comments regarding our support process, please e-mail us at
support@accessaphone.com.
 
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