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User Guide
a quick user guide for SupportPod.com

Welcome, this is a quick user guide that will help us explain to you how SupportPod.com works. If this information is not sufficient, you can also go to the Help page or contact us. We are looking after your IT issues, so that you can worry about your core business.

What is the site about?

We are a professional team providing IT Support on all levels, but what makes us different is we provide you with support in real time, anytime and anywhere. We have technicians available to you and your business; in your language, 24 hours and close to your place if necessary. And you don't need to move yourself or your "stuff" from your place, we provide you with on-line, off-line, interactive, local or remote support.

Why is our Service Unique?

The service can be used as a PAY&GO or a Subscription formula, no matter how you choose to pay; our quality approach in providing the service is second to none. When you are using the service; on completing the service request we send you an email asking you to accept or reject the resolution of the work. As part of the service we ask you, on accepting the resolution, to rate the work of the agent as this way we can monitor the quality of our service delivery, it takes only 3 seconds of your time. Of course if you are unhappy with the way we dealt with your request or with the result of the work you can simply REJECT the resolution and you will instantly be refunded by the system for the points you have spent. Finally we provide a money back guarantee; if you are not satisfied with our overall service, you tell us and we will refund you, no arguments, although we do ask you to play fair. You can try the service for as little as £25, go on amaze yourself on the feel good value service.

 
What Can I Ask For?

You can ask for help on topics ranging from using software like Excel or Word through to the use of social networks or using the internet. Our Support Specialists will be able to work with you by helping you with challenges in mail, chat, over the phone, by a visit or by using our remote control service.
We can assist you with desktop, mobile phone, PDA, questions or more complex items such as management of servers, fixing or controlling the security of your home pc or office setup, ensuring you have proper backups or making the most of ‘Cloud Computing’. The list is endless and the skills spread of our service agents is breathtaking. If an agent hasn’t the instant solution to your requirement he or she will escalate to a large network of colleagues who have only one mission; YOU and customer satisfaction.

How does it work?

First you need to be a member of Supportpod.com, it is for free, and all you need to do to become a member is go to the register page and fill out your personal information and create an account. You can register yourself as an individual or as a company. It’s important that, if it’s a company, you provide us with the information of your team and in both cases you should register “your stuff”.

Once you have registered you can click on the service icon to gain service and support connected with your IT needs. Each Icon provides a different method of communicating with our service staff. Some of the icons connect you almost immediatley with a service team member, others like Ask a Question or Mail the Support Team provide off line questions and answers.

With your points balance you may purchase a service, each icon has a different value with the real time elements being more expensive in points than an off line request. When you click on an icon you will be informed as to the cost of that service in points and asked to confirm that you wish to accept the deduction from your account. If the resulting solution does not meet your standards of success you can simply reject our resolution and receive an immediate refund of points to your account.

If you click on an icon and you already have an existing request open we will list those requests and ask you if you wish to open a new request or re-activate an existing one. Re-activation costs no additional service points.

What does my 'Stuff' mean?

Computers, laptops, servers, iPods, iPhones, faxes, printers, cameras... We can respond better and quicker if we already have the configuration details of your technology stored securely and safely on our server databases. Some of our clients ask us to update there system overnight so as to have minimum interruption in the day time hours. Our super skilled engineers work round the clock on a follow the sun pattern which means if your computers are in for example the UK it is highly likely that engineers in either Australia or New Zealand will work on your systems overnight to do updates making sure that everything is ready for your next business day. It costs no more; its part of our service however we need to be able to store information of your systems to enable this feature.

What if my pc or equipment is broken?

We can first diagnose the problem with you and then investigate if it is worth getting the equipment repaired either on a cost basis or maybe through your warranty agreement. If you need someone to visit your office to do general work you can schedule a visit of a qualified engineer and you will only pay for the time (minimum of 1/2 day) that the engineer spends with you, you don't need to have an ongoing service contract to get support when you need it.

I'm a bit worried about security, you can logon to my pc!

One of our service delivery methods is taking remote control of your pc or server and log in but it is your decision whether you use this method or not. If you do ask us to logon we will then have to call you for your password (which incidentally changes every time we connect) so you are in total control. Of course you can still get the service without the remote connection and in a lot of cases you even don't need a remote connection to solve your problem.

Ok and how do I use the service?

You simply download the software (PSA) from the web site, once installed you will be prompted by the software to sign-in or register. Alternatively you can register on-line and then download the software from the email link that we will send to you. When we set up an account for you we will need to register your bank details or you can pay by credit card, it is entirely up to you.

Do I have to use the PSA software as I am using an Apple Mac?

Not at all, simply login to the portal and use the services from your Account Page. We still offer all the services that PSA provides for in the portal however for technical reasons we have decided to only offer the service on Apple OSX through the portal.

What is this PSA for?

PSA (Personal Support Assistant) is our tool for you to get in real time contact with our team of experts. Once you have downloaded PSA, it will be an icon on your desktop and you can use PSA anytime you need our services. Through PSA you can email, chat or call a technician, ask the technician to call you, go to Customer Services and you can also request an on-site visit if you need hands-on support or work done.

How will I pay for the services?

It’s very simple. The service works with SupportPod points. You can purchase the points in our On-line Shop and you can choose the way you would like to pay for your points. It is as simple as a mobile phone contract: you can choose for Pay&Go, which means that you pre-pay for the service and only use points when you need support. When you choose for a Monthly Plan you will get extra bonus points and it is ideal for companies or for families who need ongoing support with IT issues. With a monthly plan we can look after your business’ IT infrastructure remotely on a daily basis. If you run out of points on a Monthly Plan you always have the option to top up your credit. It’s that simple.

And how can I check the status of my requests?

When you request a service, a ticket in your name is created and it goes to a ticket pool. The system will distribute this ticket to a technician according your personal needs and your personal criteria like your language, your country, your city! This technician will get in contact with you and will deliver the requested support service. The service is not finished until you are completely satisfied. You can check your ticket status on your personal SupportPod site at all times.

Welcome, this is a quick user guide that will help us explain to you how SupportPod.com works. If this information is not sufficient, you can also go to the Help page or contact us. We are looking after your IT issues, so that you can worry about your core business.

What is the site about?

We are a professional team providing IT Support on all levels, but what makes us different is we provide you with support in real time, anytime and anywhere. We have technicians available to you and your business; in your language, 24 hours and close to your place if necessary. And you don't need to move yourself or your "stuff" from your place, we provide you with on-line, off-line, interactive, local or remote support.

Why is our Service Unique?

The service can be used as a PAY&GO or a Subscription formula, no matter how you choose to pay; our quality approach in providing the service is second to none. When you are using the service; on completing the service request we send you an email asking you to accept or reject the resolution of the work. As part of the service we ask you, on accepting the resolution, to rate the work of the agent as this way we can monitor the quality of our service delivery, it takes only 3 seconds of your time. Of course if you are unhappy with the way we dealt with your request or with the result of the work you can simply REJECT the resolution and you will instantly be refunded by the system for the points you have spent. Finally we provide a money back guarantee; if you are not satisfied with our overall service, you tell us and we will refund you, no arguments, although we do ask you to play fair. You can try the service for as little as £25, go on amaze yourself on the feel good value service.

 
What Can I Ask For?

You can ask for help on topics ranging from using software like Excel or Word through to the use of social networks or using the internet. Our Support Specialists will be able to work with you by helping you with challenges in mail, chat, over the phone, by a visit or by using our remote control service.
We can assist you with desktop, mobile phone, PDA, questions or more complex items such as management of servers, fixing or controlling the security of your home pc or office setup, ensuring you have proper backups or making the most of ‘Cloud Computing’. The list is endless and the skills spread of our service agents is breathtaking. If an agent hasn’t the instant solution to your requirement he or she will escalate to a large network of colleagues who have only one mission; YOU and customer satisfaction.

How does it work?

First you need to be a member of Supportpod.com, it is for free, and all you need to do to become a member is go to the register page and fill out your personal information and create an account. You can register yourself as an individual or as a company. It’s important that, if it’s a company, you provide us with the information of your team and in both cases you should register “your stuff”.

Once you have registered you can click on the service icon to gain service and support connected with your IT needs. Each Icon provides a different method of communicating with our service staff. Some of the icons connect you almost immediatley with a service team member, others like Ask a Question or Mail the Support Team provide off line questions and answers.

With your points balance you may purchase a service, each icon has a different value with the real time elements being more expensive in points than an off line request. When you click on an icon you will be informed as to the cost of that service in points and asked to confirm that you wish to accept the deduction from your account. If the resulting solution does not meet your standards of success you can simply reject our resolution and receive an immediate refund of points to your account.

If you click on an icon and you already have an existing request open we will list those requests and ask you if you wish to open a new request or re-activate an existing one. Re-activation costs no additional service points.

What does my 'Stuff' mean?

Computers, laptops, servers, iPods, iPhones, faxes, printers, cameras... We can respond better and quicker if we already have the configuration details of your technology stored securely and safely on our server databases. Some of our clients ask us to update there system overnight so as to have minimum interruption in the day time hours. Our super skilled engineers work round the clock on a follow the sun pattern which means if your computers are in for example the UK it is highly likely that engineers in either Australia or New Zealand will work on your systems overnight to do updates making sure that everything is ready for your next business day. It costs no more; its part of our service however we need to be able to store information of your systems to enable this feature.

What if my pc or equipment is broken?

We can first diagnose the problem with you and then investigate if it is worth getting the equipment repaired either on a cost basis or maybe through your warranty agreement. If you need someone to visit your office to do general work you can schedule a visit of a qualified engineer and you will only pay for the time (minimum of 1/2 day) that the engineer spends with you, you don't need to have an ongoing service contract to get support when you need it.

I'm a bit worried about security, you can logon to my pc!

One of our service delivery methods is taking remote control of your pc or server and log in but it is your decision whether you use this method or not. If you do ask us to logon we will then have to call you for your password (which incidentally changes every time we connect) so you are in total control. Of course you can still get the service without the remote connection and in a lot of cases you even don't need a remote connection to solve your problem.

Ok and how do I use the service?

You simply download the software (PSA) from the web site, once installed you will be prompted by the software to sign-in or register. Alternatively you can register on-line and then download the software from the email link that we will send to you. When we set up an account for you we will need to register your bank details or you can pay by credit card, it is entirely up to you.

Do I have to use the PSA software as I am using an Apple Mac?

Not at all, simply login to the portal and use the services from your Account Page. We still offer all the services that PSA provides for in the portal however for technical reasons we have decided to only offer the service on Apple OSX through the portal.

What is this PSA for?

PSA (Personal Support Assistant) is our tool for you to get in real time contact with our team of experts. Once you have downloaded PSA, it will be an icon on your desktop and you can use PSA anytime you need our services. Through PSA you can email, chat or call a technician, ask the technician to call you, go to Customer Services and you can also request an on-site visit if you need hands-on support or work done.

How will I pay for the services?

It’s very simple. The service works with SupportPod points. You can purchase the points in our On-line Shop and you can choose the way you would like to pay for your points. It is as simple as a mobile phone contract: you can choose for Pay&Go, which means that you pre-pay for the service and only use points when you need support. When you choose for a Monthly Plan you will get extra bonus points and it is ideal for companies or for families who need ongoing support with IT issues. With a monthly plan we can look after your business’ IT infrastructure remotely on a daily basis. If you run out of points on a Monthly Plan you always have the option to top up your credit. It’s that simple.

And how can I check the status of my requests?

When you request a service, a ticket in your name is created and it goes to a ticket pool. The system will distribute this ticket to a technician according your personal needs and your personal criteria like your language, your country, your city! This technician will get in contact with you and will deliver the requested support service. The service is not finished until you are completely satisfied. You can check your ticket status on your personal SupportPod site at all times.

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