| |
 |
|
|
|
| |
We thought we would provide a brief overview of contacting support, along with several
tips for getting a timely and effective response from the AtHomeNet Support Team.
|
|
| |
| |
 Let's start with response time. Our target for case turnaround-time is a maximum of one business day (Monday through Friday). We always aim to answer as quickly as possible,
of course, and frequently beat the 24 hour time by a substantial margin. It may also occasionally take longer than 24 hours -- especially during peak periods, such as after the launch of new features/tools,
during extremely active retail seasons, and so forth.
|
|
| |
Support emails are monitored over the weekend for critical issues. AtHomeNet's Networking staff is on call every weekend to address server outages if they should occur. In this event, the Networking team and Management team would receive text messages to alert us to the outage and steps would be taken to immediately resolve the issue.
|
|
| |
The most common reason for an administrator to not receive a response to their query is that their email program has been set to filter certain types of mail. In other words,
a response is sent, but it ends up in the recipient's 'junk mail' folder. So, be sure to double check your email filters.
|
|
| |
The best way to contact support is by using the new 'Contact Us' link from within the private area of your web site under "Admin Only" |
|
| |
If you are not able to use the 'Contact Us' link from your web site, then email us directly at Support@AtHomeNet.com |
|
| |
If you are contacting us from the AdminsitratorHelp.com web site, then please be sure to identify your web site by providing your community name and web site address. A surprisingly large number
of emails come in each day with no way to identify the community associated with the question. As you might imagine, this makes a meaningful response more difficult.
|
|
| |
At present, customer service representatives work Monday through Friday (8:00AM to 6:00PM EST). So, for example, writing to support late on a Friday afternoon is likely to mean that your reply will
not be received until at least Monday afternoon.
|
|
| |
Be aware of peak periods and slack periods. Highest volume of email occurs on Monday. Volume is lower, and turnaround-time is potentially quicker mid-week. So if your question is routine rather than urgent, take advantage of this and consider writing mid-week. |
|
| |
Be as succinct and as specific as possible with your questions. If the support team has to make a guess as to what the question is, then the answer is less likely to be useful and meaningful. |
|
| |
It is important to provide whatever background information will be required to answer your questions fully and quickly. For example, please include pertinent feature names, modules and date which correspond to your question, etc. |
|
| |
Finally, every case is answered by a real person. So, if you ever get a reply that doesn't meet your satisfaction, please reply directly to that email. This will send your response to the person who originally answered your email,
who is already familiar with your account. This prevents duplication of research and speed things up. Also, be sure to explain what was lacking in the original answer.
|
|
|
|
| |
We hope these tips will prove useful -- and, as always, we welcome your feedback. |
|
|
|
 |
|
|
|
|
| Easy to Use! |
| I believe AtHomeNet's format is the best I have seen and I have enjoyed working in it. -
Jill -
Alpharetta GA |
|
| Beautiful Sites! --- |
| "..sincere thanks to whoever is responsible for our homepage. It looks fantastic, and I can't express my gratitude enough."
Connor - Phoenix, AZ |
|
| Responsive Team! -- |
| ..AtHomeNet has always been right there when I have a question.. - Len - PA |
|
| ..the website is AWESOME |
| I really like what your staff did with the logo !
Bill - Dayton, OH |
|
| Awesome awesome job... |
| You have just improved our board communications about 100 percent.
Jed - Atlanta, GA |
|
| can't begin to tell how GREAT you are |
| ..we have been very happy with your support and especially pleased with the web site.
Brenda - Tazewell, TN
|
|
| Enhancements Every Month! |
| ..appreciate your continued effort to add features that add value!
Chip - Alpharetta, GA |
|
| Quality Service! |
| Very professional. Keep up the good work!
Steve - Alpharetta, GA |
|
| Consistent Service! |
| As usual, you guys are great. Our calendar looks great. The new format is great. The new print option is great.
Richard - Delray Beach, FL |
|
| Exceeding expectations! |
| In this day and age, it is a pleasant surprise to find such a helpful
customer support staff and I just wanted to express my appreciation!
Lawayne - Huntersville, NC |
|
| "The Best Damn Condo Website, PERIOD!" |
| ... AND WE COULDN'T HAVE DONE IT WITHOUT YOU!!
Ed - St. Pete Beach, FL
|
|
| Compliments from the Residents! |
| ...about how easy it is to maneuver around in, I always tell them that it's because of the easy templates and way you designed it.
Art - Tidewater Island, FL
|
|
| Rave reviews on Style! |
| Homes For Sale section looks great! Nice Job!
Ken - Orlando, FL
|
|
| Thanks again, |
| for your terrific service. We couldn't be happier!
Helen - Buford, GA |
|
| Thank you so much for your invaluable help. |
| You guys are doing a great job and I really appreciate it. Count me as a truly happy customer of AtHomeNet.
Mark - Austin, TX |
|
| The initial reviews are in ... |
| GREAT JOB AtHomeNet!! The property owners seem to like it better than the other site because it appears “cleaner” and is better laid out.
James Stillwell - Canadian Lakes, MI |
|
| As usual, you and your co-workers |
| are giving us the white glove treatment ...thank you for making my life easier.
Michael - Atlanta, GA |
|
| Check out www.ColorSelections.com |
| to choose your web site frame style and colors from our wide selection of beautiful designs! |
|
| You are the best! |
| Thanks so much. I'd never hesitate to recommend AtHomeNet to everyone!. Barbara - Lacey, WA
|
|
| Add the Online Payment Feature |
| to your AtHomeNet web site! Contact us at Sales@AtHomeNet.com for more information. |
|
| Your service is wonderful |
| and you all are a pleasure to deal with that is
the exact reason I'm a repeat AtHomeNet customer with my new neighborhood.
Tom - Marietta, GA |
|
| You all are doing such a good job |
| and are so responsive! Barbara - Lacey, WA |
|
| Check out our new Horizontal |
| Dropdown Menu option in the Community Demo area! |
|
| We LOVE your service. |
| After four years you continue to do wonderful additions.. Our residents think we are GREAT!!! ... we keep telling them you guys do all the work. Rick & Brenda, TN |
|
| Over 98% Say YES to AtHomeNet!! |
| More than 98% of our customers said they would recommend AtHomeNet to a friend! |
|
| The Best!!! |
| Your Support team is THE BEST!!! Give em a raise or a bonus!!!
-Jennifer Settoon- Siena Community Director, Las Vegas,NV |
|
|
| My service phone call was handled in an EXCELLENT manner. No improvements needed to this staff-
Donald Snodgrass, tac.org |
|
|
| You guys are amazing! The week turnaround for production was even quicker than I was ready for, but we went live and are thrilled. Thank you again for everything!-
Deb Lemeshow, Windsor Haven, New Jersey |
|
| WE LOVE IT!!! |
| We have been using AtHomeNet for over four years! We love it! Don't buy anything else!
-Richard Davidson
Co-Chair Website Committee
Valencia Falls
Delray Beach, FL
|
|
| Thanks AtHomeNet! |
| We get over 3,000 hits a day from our community. Over 80% of the homes have logged in.
Everyone depends on the website to get their message across, and their events publicized.Thanks AtHomeNet!
Co-Web Chairman,
Delray Beach, FL
|
|
| You should be celebrated! |
| I just wanted to take the time to say how pleased and satisfied I am with the AtHomeNet website service! We have been signed up with you guys since October 2006. It has been a pleasure working with your sales and support staff. They are extremely helpful, courteous, and very prompt.
-Jamal Wade
Potomac Ridge HOA |
|
| Great Site & Service! |
| I am very very pleased with AtHomeNet. I work on our website when I can, and it is so user friendly. It is so easy to use the site and I love learning all of the things that we can do. I just wanted to let you know how pleased we are with the site and AtHomeNet's service!!!!!!!
-Amy Smith
Cedar Lake Townhomes |
|
|
| The AtHomeNet support team is "the Bomb!!!!".....Thanx!
-Lydia Sweatt
Alexander Towers
|
|
| Congratulations on a job well done! |
| I wanted to tell you how pleased and satisfied we are with your service and support. Your application was easy to populate with data and our residents have found it easy and starightforward to use. We appreciate you!
-Seven Oaks HOA, Roswell, GA |
|
| AtHomeNet is all around GREAT!!! |
| You are absolutely unbelievably responsive, talented, customer-oriented, and all around GREAT!
- Laurie, Auburn, CA
|
|
| AtHomeNet Offers Online Payments Options! |
| AtHomeNet processes online payments for over 6000 associations nationwide! |
|
|
| I am putting together my 30th or so web site with AtHomeNet, and it is always a delight to work with such a caring group of people- Dennis, Governors club POA |
|
|
| As we continue to roll out web sites.....I HAVE to tell you how enjoyable it is for me... working with your folks. They are all so friendly helpful, knowledgeable...you have truly collected a great group of people!
Warm Aloha!
-James Haupt
W.E. Denison Corporation-Hawaii
|
|
|
|
|
|
|
|
|
|
|
| |
Toll Free # |
|
800-556-7852 |
| |
Atlanta Area # |
|
770-904-7930 |
| |
Fax # |
|
770-904-7939 |
|
|
|