Welcome to the Bear Web Design Client Support and Project System.

To use the support system you must have a username and password (that is assigned by Bear Web Design). To request your username and password - contact Peter Beare at webmaster@bearwebdesign to request this. Once you have your username and password you can login into the system and do the follwoing:

• View any open tickets to establish the status on that ticket.
• Respond to any open ticket with any questions you have.
• Submit a new ticket not only for support issues but also for various services.
• Add attachments to the support ticket (which is great feature)
• Review the support & projects billing time. (Tickets numbers are now listed on your invoices)
• Keep track of technical Joomla based upgrades to your website (that we perform periodically)

To login into the Support System go to Login top menu item:
http://www.bearwebdesign.com/login 

You will see the following login screen:

Once you login you will automatically be in your companies Support and Project Area and will see any open tickets, closed tickets and also have the option for submitting a new ticket.

 If you wish to check on a closed ticket (or reopen) a closed ticket - select Closed and you will see all past tickets (since June 2011 - when we launched the system). Simpy click on the ticket to review the ticket communication and action steps.

 To submit a new Support or Project Ticket:

Select Submit Ticket and you will see the following screen:

When submitting a ticket - select the appropriate department - (always select Web Support & Hosting if you are not sure which department your ticket goes to. You then set your priority for the ticket and then a meaningful subject line and a description of your support issue. (It is critical you clarify your support issue as clearly as possible and also include any attachement you may have to help describe and document the support or project item). Always including your company name in the subject line really helps us identify your ticket easily.

Once you have submitted your ticket our team members (all 4 our of current team members) will receive a copy of your ticket and respond accordingly. This is one of the key advantages over e-mail as a particular member of our team - generally the best equiped team member will respond to your ticket in the shortest time.

When our support team member has responded - you will receive an e-mail from that team member. You can then sign into the support system to respond (and currently until the end of 2011 you can reply via e-mail) but we encourage you to respond by signing into the system that then records the full converstation of the support ticket or project ticket which is invaluable for efficiently serving our clients.

Once we have resolved your support issue or completed your project we will close the ticket. You can at any time reopen a ticket. We trust that this support & project system will make Bear Web Design a more efficient and cost effective web provider and we look forward to your usage and feedback.