InformaCast - Support/Training

Training

For training please visit Singlewire Academy.  Requires a login https://support.singlewire.com/s/login/

Support/MACD

Separate instance of Fusion servers exist for each customer.  Access to those servers are given by the customer. See below

Issues

• CallTower takes first call
• Creates a case in Salesforce
• Escalates to Singlewire Support.  (608) 661-1140 or open a ticket via Singlewire support portal:  https://support.singlewire.com/s/login/
  • Contract number
  • Customer name
  • Any other data related to the issue
• Note Singlewire case in Salesforce case
• All further communication will be handle via the Singlewire support case.

MACD

• CallTower takes first call
• Creates a case in Salesforce
• Escalates AM to reach out to Singlewire Territory Manager
• Increases are co-term
• Decreases happen on a yearly basis

Note: If a CallTower employee needs to be set-up in the customer’s instance as an administrator, it must be confirmed by the customer in writing. This is as simple as an email

stating the following:

As a representative of {Customer Name}, I authorize Singlewire Software to create {CallTower Employee Name} as an administrator in our Fusion account.