How do I schedule a session with support?

Support Center > Getting Started

Published 11/25/2014 at 1:18am UTC

Page viewed 2987 times

Details

A technical support or orientation session is a live videoconference session with a senior support agent, and is available Mondays through Fridays, between 6:30am and 5:00pm U.S. Pacific Time. 

 

Technical support and orientation sessions are complimentary to both account holders and non-account holders, and are used to learn more about the system, check videoconferencing equipment, or troubleshoot technical support issues. 

 

NOTE: If scheduling a session less than 1 hour before the session start time, please give us a call at (888) 540-2829 to be sure that a support agent can be available to meet with you. 

Answer

 

 

If you are an account holder

1. On the "Videoconference" tab, use the "Orientation Session" button.

Screencap showing the tech support session button

 

 

2. A message will appear describing what an orientation session is. Click "Request orientation" to continue.

Request orientation

 

 

3. Set a date and time that is within our orientation hours. Then use the "Go" button in the lower right hand corner.

Date and time area, and the Go button

 

 

4. The support team will have been automatically added as a participant. At the time of the session, start the session as you would any regular session. Please give us a call at (888) 540-2829 if you run into any questions!

 

 

 

If you are not an account holder

Give us a call at (888) 540-2829, or send us an e-mail at support@securevideo.com to let us know your availability and the reason you would like a session (e.g., demo the system, practice connecting, check your equipment, troubleshoot an issue). 

 

This article was last reviewed by our Support team on September 27, 2016.