How to get Help @ Jenaly

In order of efficiency, the following are the best methods to request help from us...  For subscribers of Jenaly VSA   Please use your Jenaly VSA agent to submit your help request directly into our service management system.  Email   help@jenaly.com   Email a Service Request onto our Service Management System!  This is the best and simplest way to request Help. When you send an email to help@jenaly.com , the email is automatically entered in our system, assigned a case number and we are notified.  Your request is also automatically escalated. Help us Help you. Include this information in your email: 1) Good description of the problem in the body & a good summary of the problem on the email           subject line. 2) Screen shot. Screen shots tell us a lot. 3) Error message. If you get an error message, open it up and cut/paste it into your email. 4) User name (if not you) that had the problem and what they were doing at the time. 5) Do not copy your email to others at Jenaly.  You don't need to.  It breaks our support process and could cause miscommunication.   You could receive no response because everyone thinks that the "other person" is handling it.  So please send it to just  help@jenaly.com

Client Portal  http://connect.jenaly.com/support Enter and review your requests directly in your Client Portal.  Just go to the Client Login area on http://www.jenaly.com/ and login.  We record everything here and we share it with you.  If you are the primary contact, send an email to help@jenaly.com with your desired password and we will get you setup.

Real-time Remote Assistance  http://vsa.jenaly.com/gethelp.asp Get immediate assistance from one of our IT Specialists via our real-time Virtual System Administrator.  This remote support tool is completely secure and encrypted and offers immediate interactive support to our clients.  If you have arranged for a support session with a member of our staff, you will see the link to access this tool on the next page.  Please click the link above to begin your remote session.

Phone  603-431-7864   Call our main number.  If your call is not answered by a person, listen very carefully to your options during the announcement message.  This will help route your call for the most efficient response.  If you are already working with a member of our team, dial their extension or select the option for our company directory.