We are pleased to announce improved support for our European partners. To ensure success, we need to ask for your cooperation in following a new standard process for submitting support requests. Going forward, it will be important for your team to use a new process, detailed in this email, for all support requests.
Among our improvements, CPS USA established a European support team headed by Benjamin DiYanni, Support Department Supervisor. Ben and his team bring years of additional customer support to our current EU team led by Joep Herrmann. This team will be dedicated to managing and monitoring your support requests and will use the same ticketing system through which we process our U.S. requests, which ensures we follow up with every one. You will contact your European support team and access this system by sending an email to firstname.lastname@example.org with any problems or questions. Additionally, CPS will be increasing our hours of available technical support from 9:00 to 21:00, Central European Time.
To access your European support team, please use the following new standard process:
In the email, always include the following information:
A description of the problem
Time, date, class, and/or product
Steps in detail to recreate the issue, if possible
Screenshot, if possible
Priority level: low, medium, high, or URGENT
If the problem is reoccurring, a description of when you last experienced it
Please understand our team is English-speaking. We prefer your support requests in English whenever possible. If not possible, our Dutch team will translate, however this may cause a one-day delay.
Every email to email@example.com will create a support ticket in our tracking system. This ticket can be handled by any of our support agents in Europe, Asia, or the United States and can also be tracked by support and service managers. All communication about your support request is recorded in the system to ensure your issue is dealt with as soon as possible by a team of support agents.
In case of an emergency before or after business hours, please call the EU customer support line +31 20 450 99 81. You will be given an option to page the technician on call, ensuring a response as soon as possible.
We are sure this new process will provide a higher standard of support and service to all of our CPS partners. Please help us by following the above procedure for all your support questions and refrain from emailing with specific staff members directly with support questions. This will ensure your request will be processed in the support system and addressed by the team to your satisfaction.