Support Guidelines

At Microtech, we are committed to providing fast, reliable, and professional support to all our Sigma users. To help us serve you better and minimise delays, we kindly ask that all users follow these important guidelines when requesting and receiving support.

How to Request Support

- All support requests must be submitted through our official support channels.
- A request should be clear and accompanied with screenshots wherever applicable.
- Specify the priority of the support requested (low, medium, high). - Wait for the support person to confirm receipt of your request.

Important Notes

- Do not call directly when you need help. Your call may not be answered.
- Understand that support person may already be busy in a session.
- If your call is not answered, do not call repeatedly.
- Understand that other have requested support before you and must wait for your turn.
- Time spent waiting is unproductive time, and will delay service to others.

Be Ready for Remote Support

At the time of support request, you should already have Teamviewer or Anydesk available.
This is will not be the right time to seek help to download and/or install the software.

Teamviewer:
- You can use an installed Teamviewer or the one from Sigma Panel
- If Teamviewer is not available, download and install Teamviewer from here.
- Open Teamviewer and send the ID & Password by WhatsApp or mail to the support person.
- Be ready to Accept the incoming connection.

Anydesk:
- If not available, download Anydesk from here.
- Open Anydesk and send the ID by WhatsApp or mail to the support person.
- Be ready to Accept the incoming connection.

During the Support Session

To ensure a smooth and efficient intervention:

- Your attention and cooperation are essential for successful troubleshooting.
- Do not use your computer for other tasks during the support session.
- Remain at your desk and be available to respond on phone or WhatsApp, if needed.
- Do not leave for lunch, breaks, or other errands, unless allowed by the support person.

If the support technician is unable to proceed, for any reason, the session may be disconnected, and your ticket will be requeued at the end of the current support queue.

Administrative Credentials & IT Coordination

If your system is managed by another IT team/person, and support is required for installation, configuration or update purpose, ensure that you have access to Windows Administrative Credentials, or arrange for your IT person to be on-site or available remotely.
Delay or failure in obtaining the required credentials may result in requeuing of your support request.

When you are planning to change your computer, or re-install Windows. Inform us in advance and book a support request. Do not call the same day when the computer is delivered. Installation work may need planning and preparation.

Thank you for your cooperation and for helping us deliver high-quality support for Sigma ERP.

If you have any questions regarding these guidelines, feel free to reach out to us at support@sigma.mu