Customer Support Update
In addition to the Customer Support you receive from your regional Navtech offices, we have enhanced our Navtech Customer Support group in Waterloo, Ontario to provide information and assistance on all issues related to product features and functions, 7 x 24! We provide viable solutions or workarounds that ensure your operation is not adversely impacted.
You can contact Customer Support by phone or email. We are available seven days a week, twenty-four hours a day, 365 days a year. Regardless of the contact method that you choose, your issue will be moved through the Customer Support queue using a triage process that ensures critical issues are addressed with the utmost urgency, and effectively tracks and resolves all issues—large and small—in a timely manner.
Unique Ticket Numbers make tracking requests faster, easier
All issues relating to any of our products are now handled using Navtech's Ticket tracking system, built upon the MKS Integrity Manager tool set. Each Customer Support request is assigned a unique ticket number as the request is entered into the system. Customer Support will provide you with the ticket number for future reference. Each issue you report is evaluated and given a severity level which will determine the priority of your request.
Follow-Up is a hallmark of Navtech service
While the length of time it takes to resolve an issue varies case-by-case, you can be confident that your Customer Support representative will keep you in the know. Your rep will contact you with a resolution for your issue as soon as possible or with a status update for more complex issues. In addition, you may contact Customer Support at any time to request an update on your issue. Make sure that you have your Ticket number and any Customer Support representative can provide you with an update on the status and progress of your issue.
Product specific support contact information can be located at this link:
http://www.navtech.aero/customer_service_/support_by_product.html
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