Support Tab

This lesson explains how to locate and use Support tab. Support tab is online help which allows Provider to ask questions regarding ServiceLive platform or problems with Service Orders. These questions are sent to ServiceLive Support not Buyer. Providers can also get help by visiting the ServiceLive training site at http://training.servicelive.com or by contacting ServiceLive Support.

  1. When you login to ServiceLive, the Dashboard tab will open.
    14
  2. Navigate to Support tab:
    Note:  There are multiple ways to navigate to Support tab.  Service Order must be in one of the following statuses:  Accepted, Active, Completed, Closed, Cancelled, or Problem. Support tab is NOT available for Posted Service Orders located on Received, Bid Request or Bulletin Board tabs.

    • Click on appropriate link on dashboard.
      15
    • OR click on Service Order Monitor tab.
    • Click on appropriate tab.
      Note:  You can locate Support tab via Today, Accepted, Problem or Inactive tabs.  You can only access Inactive tab via Service Order Monitor tab.
      16
  3. View Service Order Details:
    • Click on white-right-arrow  button in View Detail column.
    • OR click on Title link to display Service Order details.
      Note:  The screens/columns will vary depending on which tab you access Service Order from and what status Service Order is in, however the steps are the same.
      17
  4. Support tab:
    Note:  Support tab is online help which allows Provider to ask questions regarding ServiceLive platform.   These questions are sent to ServiceLive Support not Buyer.  Notes tab should be used to ask questions about specific Service Orders to Buyer or ServiceLive Support.

    • Click on  support-link  in Order Quick Links section at bottom of Service Order Details.
      18
    • Support tab displays.
    • Type in Subject. (30 Character Maximum)
    • Type in Message (750 Character Maximum)
    • Click on  submit-button  button.
      19
  5. Response to Support tab:
    • ServiceLive Support will receive your question and respond via Notes tab in ServiceLive.
    • You will also receive an e-mail with an exact copy of the Note and notification that Note has been added to that Service Order.
      Note:  Refer to Notes Tab lesson in Complete and Close a Service Order course for details.
  • Was this Helpful ?
  • (0)   (0)