Helpful Helpdesk

The Covalent helpdesk handles all technical support issues and user queries. Standard helpdesk hours are 9am to 5.30pm, during which Covalent handles customer contacts over four "channels".

Channel	Best for	Comments
Web Portal	All types	The Web Portal gives a user access to a wide range of training material as well as allowing customers to log and track their calls quickly and easily.
Email	Bugs Configuration issues Enhancements Documentation Issues	Useful when an issue or request is logged that requires an accurate description, particularly when supporting evidence for issue analysis can be provided.
Telephone	Configuration issues Training issues	Best used when an interactive discussion is required for an issue that cannot easily be explained in an email.
Forums	Enhancements	Appropriate where general discussion and feedback from other customers would be valuable, in particular with reference to enhancements.