What is the Support Model for End-users?

Comprehensive support on all levels to reduce customer HR and IT overhead and risk

We support you and your employees throughout the entirety of your employee engagement journey, offering strategic program guidance, agile support, and a friendly reward fulfillment experience.

When it comes to support for employees, there are three ways to get support and work with our premium support team:

1. App and Chat - End-users can request and track support tickets inside the app.  We offer dedicated built-in ticketing system that tracks all issues raised and gives transparency on the SLAs.  In addition, we offer the Chat-Bot service in the application page or at the bottom of any page in your company's JobPts platform. The Chat bot will attempt to solve the inquiry; the user will be redirected to a support representative if needed.
2. Email - Create a support ticket automatically by emailing support@jobpts.com or the specific email that was agreed in the company contract.  Be sure to include as much detail as you can including your full name, company name, and a detailed outline of the issue you're experiencing. 
3. Knowledge Base - They can use the online knowledge base or offline, customized documentation to get familiar with the product before raising a ticket in the app or via email.

Our premium support team handles a variety of issues and topics in timely manner for the program and functional support, issues with rewards and points fulfilment, alumni support, technical support and technology platform support.

The support services are available in English language, unless stated otherwise. The Semos Cloud support provides foundational engagement support with focus on customer empowerment, collaboration and issue resolution.  Our support team's hours are Monday through Friday, during regular business hours.

If this article left your questions unanswered, please submit a Support Form, and we can clarify this topic.