beiNVENTiV’s CCC Corner

Clear guidance. Consistent coverage. No surprises.

A Quick Introduction

We are launching beiNVENTiV’s CCC Corner as an ongoing newsletter for our CCC clients. These will be brief, practical updates focused on topics we see come up most often—things that help interactions go more smoothly and ensure you’re getting the most value from CCC. Please keep an eye out for these—we believe you’ll find them useful. These emails will be sent to our primary contacts at your organization. Please forward as appropriate to others in your organization. Let us know if you would like others to receive these directly.

Featured Topic | How to Work with beiNVENTiV Support

One of the simplest ways to ensure fast, effective support is how a request is submitted. A few best practices make a big difference.

What to Do for a Typical Service Desk Case

• Start by emailing: help@beinventiv.com. This automatically opens a support case and ensures the right team is engaged. This is the ONLY way to open up a service desk case.
• Tell us the best way to reach you and when. Availability helps speed up the resolution.
• Include key details:

Frequency, Intensity & Duration:

• • Has it happened once or multiple times?
  • Does it prevent work?
  • Does it impact multiple users?

Where the Issue Occurred:

• • Office or remote location
  • Device used (Desktop, AVD, or Mobile)

Description of the Issue:

• • What you expected to happen
  • What actually happened

Screenshots:

• • Include screenshots whenever possible

Previous Experience:

• • Include details if the issue was previously reported such as what’s happening, who it’s affecting,
    when it started, and any urgency or deadlines.

What to Do for an Urgent Service Desk Case

• Start by emailing: help@beinventiv.com. This automatically opens a support case and ensures the right team is engaged. Follow the same rules listed above for opening a “typical” case.
• For business critical issues where you or your organization’s work is halted, using the word “urgent” in the subject line will escalate the case. It is important to ONLY use this when an issue is truly urgent.

What Not to Do

• Do not text or message a consultant directly before opening a case.
• Do not email a consultant directly.
• Do not reply to an old case email to report a new issue—always start a new email for a new issue.
• Do not mark a case “urgent” unnecessarily. It should only be used when work is halted or security is impacted. Multiple emails do not speed resolution.

What Happens After You Submit a Request

• A ticket is generated and assigned.
• Consultant reviews and determines resolution.
• Some fixes may not require user involvement.
• Your availability speeds resolution.
• Critical issues are prioritized.

Service Desk Information

• Support Hours: 6:00 AM – 6:00 PM (Mountain Time)
• Service Desk Phone Number: (800) 860-0984
  • Please only use the phone number if you do not have access to email help@beinventiv.com. Calling the 800# does not open up a case.

Escalation (When Needed)

If you feel a case isn’t moving fast enough or needs additional attention, escalation is always appropriate. You can
escalate via email or phone—I am always available to all clients.

We’re Here to Support You

If you ever have a question about CCC, support processes, or what to do next, just ask. A quick clarification up front
helps everything move more smoothly.

Best regards,
Jeff Fantalis | beiNVENTiV | direct 720.999.3199 | main 800.860.0984 | http://www.beiNVENTiV.com
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