6315 EMERALD PARKWAY • DUBLIN, OH 43016
PHONE: (614) 781-7800 • FAX (614) 781-7801
PHONE: (614) 781-7800 • FAX (614) 781-7801
SUPPORT CENTER
USER PORTALNorthwoods Support Center
The team at Northwoods prides itself on providing the best possible service and solutions to our customers. We are constantly striving to improve our products and enhance our ability to provide the most effective support to you, our Northwoods customers.To achieve this goal, we have implemented a centralized Support Center. The Northwoods Support Center ("NSC") will provide your technical point of contact (TPOC) with direct and instant access to a Northwoods certified support engineer located in our Dublin, Ohio office.
- How does my TPOC contact the NSC?
- Your Technical Point of Contact (TPOC) can contact the NSC at 614-545-0999 or help@teamnorthwoods.com
- How can the NSC help you?
- The staff on the Support Center can help you quickly resolve many issues, including:
- User Questions
- Application Errors
- Problem Isolation
- Troubleshooting
- Product Enhancement Requests
- When is the NSC available?
- The NSC is available Monday through Friday during regular business hours in your agency (8 a.m.-8p.m.). Additional coverage may be provided under special arrangement.
- What will happen to my request for help?
- Each issue that is reported to the NSC will be assigned a tracking number, assigned a priority level, and recorded. Some issues can be quickly resolved by our NSC staff, while others will need to be referred to Northwoods engineers or others for resolution. If technicians have to be dispatched to the agency, the NSC will start that process.
Each issue will be tracked and monitored until a satisfactory resolution is identified and provided to your TPOC. You can track progress on your issue through the Northwoods Customer Portal.
- What should my TPOC do to prepare for the call?
- When contacting the NSC, they will need to provide their:
- Name
- Agency
- Phone Number
- Email Address
- Detailed description of the problem. It's best (but not necessary) if they can reproduce the problem.
- Can I still contact my onsite support engineer?
- Of course your TPOC will still have access to your Northwoods engineer when they are onsite at your facility or available via their mobile phone.
- How much does it cost?
- Use of the NSC is covered by your Northwoods Software Maintenance Agreement.