The issue is routed to a Client Service (CS) representative that has been trained in the specific program or workflow that you are inquiring about.
Typically, you’ll get a faster resolution than when calling, leaving a VM, or emailing a rep or distribution list directly.
Allows CS, Dev Ops and Product Teams to identify patterns or larger issues quicker and keep you working with minimal interruptions.
Accessing the Support Portal and Submitting a Ticket
Access the support portal by clicking here (alternatively, search for Strata in Techspot).
Once in the Support Portal click on ‘Strata Support’, choose the appropriate market/team, then click "Submit Support Case" to get to the form.
Fill out the form to the best of your ability, more details provided at this stage will allow CS to immediately start investigating the issue and can reduce the back and forth of gathering additional information. Note that relevant knowledge base articles will populate on the right side of the screen.
Please note the following recommendations to assist in getting a faster resolution to your issue:
When filling out the ‘contact info’ section please use current/accurate email address, for example user_name@comcast.com and NOT user_name@cable.comcast.com
If your issue involves multiple re-creation steps and associated screenshots you can put those into a single Word document and/or attach multiple files at once using 'Upload Files'.
Monitoring Your Ticket
To check the status of an existing ticket, click on the ‘My Cases’ section of the portal.
You will be able to search by case # or use the filters to help locate your ticket.
Communication with the CS rep assigned to your case can be done using the ‘Comment’ feature on the ticket, this includes the ability to attach additional files if needed.
All comments entered by yourself or your CS rep will be visible in the Portal and an email notification is sent in both directions for additional visibility.
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