Optix support is provided almost entirely via chat and email. We believe this is the best approach for you (our customers) for a number of reasons:
- We don't want to keep you waiting! Using chat or email, you can submit your question or report an issue and then continue on with your busy day. While you do that, we will investigate the problem and work to get you the answer you need. No waiting on the line while we serve other clients or troubleshoot issues with other members of the Optix team.
- Screenshots are an important tool that we use to troubleshoot any issues you are experiencing and we can't get these from you over the phone.
- Better record keeping. Submitting queries and issues electronically helps us keep better records of the activity on your account so we can have a holistic view of your account history and keep track of trends we are seeing across our customer base.
If you are just getting started with Optix, our onboarding team is here to support you! You are eligible for 2 live onboarding sessions. If you are still getting started and haven't yet had your calls, you can book a time that works for you or send your questions to your dedicated onboarding specialist.
We understand that there can be certain situations that warrant hopping on a call. When this is the case, a member of our support team will provide instructions for booking a time for a live call.