Training vs Support

Summary

We hear a lot of confusion throughout the industry when it comes to wanting assistance from support teams and trainers. This isn’t just with us here at Palace, this is with a majority of software providers. So I’d like to take this opportunity, to shed some light on this very topic for all of our valued clients.

Training

Our trainers have a primary focus on educating you about Palace software and its features, functionalities, and usage. This training can be tailored to your specific role, a particular feature, or generic training like hosting webinars or workshops. Our aim is to make each user of Palace feel comfortable using the system on their own, making day-to-day usage much easier and avoiding unnecessary issues.

 

To ensure dedicated and focused training, our trainers work by appointment, and their training sessions are pre-booked. This means that when they are training you online, onsite, or in a workshop, they are not distracted by other tasks. If you have ever tried to contact them during training, please note that they may not respond promptly due to their focus on your training.

 

In case of any issues or errors, our trainers are advised not to use your paid training hours to troubleshoot or resolve the problem on your behalf. This is because doing so may result in a "piggy-in-the-middle" effect, where the trainer spends training time communicating with the support team and then relaying the information back to you. Instead, we have various portals available to assist with internal training.

Knowledge Base

The Knowledge Base is where we keep all our articles. They range from quick tips to detailed explanations. To access it, sign in using your Palace email address and password. If the password doesn't work, you can reset it by clicking on the "forgot password" link. This account is separate from your Palace account, so changing the password won't affect it.

Training Academy

The Training Academy is where we keep all our recorded and upcoming webinars. We have 30-minute webinars every Wednesday, and sometimes we add special webinars during the week. If you find a webinar you like but the time doesn't work for you, sign up for it. You'll receive an email when the recording is available, so you can watch it at a more convenient time.

Support

As part of your software agreement with Palace, you have access to our support team. This team of dedicated individuals manages our support tickets full-time. If you encounter an issue or error, you can log a support ticket by emailing Palace.Support@mrisoftware.com or using the "Help" widget within Palace. Some users wonder why they can't directly contact a support team member instead of logging or responding to a current ticket. However, this approach can cause delays if the person is unavailable due to illness or working on other tasks. By centralizing all support tickets, we ensure that all team members work from the same list and can provide prompt assistance.

 

The support team's primary focus is to resolve any Palace software issues or errors. When logging a support ticket, please provide a clear explanation of the problem you're experiencing. You can also attach supporting screenshots or reports to help the team better understand the issue. Many support tickets received each day simply say "I need help," "Please call me," or "It's not working," which requires the team to contact the user for more details before providing assistance. To speed up the process, please provide as much information as possible upfront.

 

The support team has direct access to our technical and development support, so if your query requires additional assistance, they can quickly escalate the issue. However, they are unable to spend lengthy amounts of time on the phone showing users how to perform tasks they've never done before. For this reason, we have a separate training team where users can contact Palace.Training@mrisoftware.com to schedule a training session on a particular process or feature. We encourage users to review our knowledgebase tutorials and help documentation before contacting the training team.

 

If you are talking to a support person and have a quick how-to query on something you are stuck on, this is fine to ask, there is always a slight crossover. However, we ask that if you have never been trained on a particular process or feature (ie, to do the bank import or have never run month-end), and have not had a look at any of the knowledgebase tutorials or help documentation, that you contact the training team in the first instance Palace.Training@mrisoftware.com so we can schedule a time to train you on the “how-to”. A confident user is a happy user! You have direct access to our entire knowledge base at any time day or night from within your database or via https://support.getpalace.com/hc/en-us.

 

Our goal is to provide the best and fastest solution to your issue. If you ever hear from the support team "Thank you, I'll pass this on to the training team," or from your trainer "Sorry, please log this directly with the support team," it's simply to ensure that you receive the most efficient and effective assistance from our team members.

 

We simply want to ensure that you receive the best and fastest solution from our team members.

Reaching out to our support team

When creating a support request please ensure you have placed as much information as possible to help the support agent to investigate your query. I.e., full contact details, contact number, company or database name (preferred) and items regarding the issue you are experiencing. I.e., tenant/owner/supplier/property name, a copy of a report (if possible).

If you require additional assistance, click here to submit a support request or click on the pink/white Help button from within Palace.

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