Report:PatBase/Customer Support/Technical Support
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Technical support can be reached via e-mail at firstname.lastname@example.org. The London Helpdesk can be reached toll-free from the USA: 1 866 745 3621. Contact information for other countries is provided here on the Minesoft website. The user can also select the option "Contact Helpdesk" from the "Information" tab on the sidemenu (accessible on all pages except the search history page and the folder screen). The user will then be prompted to fill out a form with their email, telephone number, name, nature of query, and a description of the question or request.
The live support staff at the London headquarters is both knowledgeable and responsive to customer needs. Depending on the customer’s physical location, there can be a time difference problem that might cause a delay in response. However response times for PatBase technicians are generally so good that users have no cause for complaint. Help hours are 9:00 am to 5:30 pm, GMT; but the staff has been known to respond to queries after hours.
With technical support issues that related to the use of the database, (e.g. regarding search strings, etc.) the staff is very knowledgeable. However, a problem arises when the user issue relates to IT problems, such as errors with displays and slow load times. The system has been known to exhibit bugs or unexplainable behavior, and support staff cannot always diagnose the source of these problems.