New Technical Support Portal
SCOTTS VALLEY, Calif. (January 4, 2011) - InterWorking Labs, developers of network emulators and protocol testers to improve the quality and operation of voice/video/data networks, today announced their new Technical Support Portal at support.iwl.com
Automated Acknowledgments on Support and Feature Requests
The new Technical Support system provides for automated acknowledgments and ticket numbers for new support and new feature requests. Previously all support requests were sent via email. While email was quick and easy, it was not always received. It was also difficult to track status for multiple team members at client sites. Now each customer request is acknowledged and tracked for all team members. Each customer team has a private portal to check the status of current and past bug submissions, solutions, and new features.
New FAQs and Knowledge Base
Frequently Asked Questions and the Knowledge Base have been updated and re-organized in the new site. Users may post comments and rate articles. This allows InterWorking Labs to improve and clarify key information, hints and tips.
New Release Early Release Often Plan
The new Technical Support Portal provides access to BETA as well as General Availability software releases. With one convenient set of credentials, users can check status of support requests, download the latest release, check FAQs, Knowledge Base articles, and announcements. Rather than consolidating all new functionality into one annual release, SilverCreek developers are using a variation on the Agile software model. Throughout 2010, multiple small releases replaced one giant release, providing for timely access to all improvements.