Once in a while people demand that we provide technical support not only by e-mails, but by phone as well. Despite the apparent reasonableness of the request, it is not that simple in practice.
A typical case of technical data recovery support via email looks like the following:
- A client contacts our technical support and describes his or her problem for the first time.
- We send a reply where we ask the questions to clarify obscure points. Usually we have three to five questions (although there may be more) which are organized as a numbered list.
- In the following email a client answers the questions. There are cases when client needs time to think or do some simple checks to answer the questions.
- In response to the message from a client, we send a list of recommended actions or step-by-step instructions as to what he or she should do next. There are cases when boilerplate instructions fit just right; however, almost half of all cases require pondering on our side to adapt typical data recovery instructions to a particular case or to create new ones. It takes about ten minutes or so unless we need to do some long tests.