Help Tools (February 2021)

Helping you work smarter – not harder

Date: February 2, 2021

 

At Borealis, we’re committed to helping you work smarter – not harder. We know that the more comfortable you are working with our software, the more you will want to use it, and the more it will do for you! That being the case, we'd like to introduce you to some resources to help make your Borealis experience even more intuitive.

 

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The Borealis Help Center

The Help Center is a library of short articles that address specific issues. It includes tutorials, tips and tricks, definitions and more, in three languages: English, French and Spanish. Within the Help Center, you can search by key word, or browse through articles by module.

 

The Help Center is integrated into Borealis: to open it, simply click on the [Need Help?] tab in the bottom, right-hand corner. You can also access the Help Center in your web browser, here.

 

The Borealis Help Desk

If you don't see what you need in the Help Center, if your question is more specific, or if you would just prefer to talk to a person, we recommend that you contact our Help Desk. This service is monitored during regular business hours (9 am to 5 pm EST) by a dedicated team of experts. They know Borealis inside and out – and they’re also specialists in stakeholder engagement – so you can be sure you’ll receive personalized service from someone who understands your needs.

 

The Help Desk team is available to answer your questions and provide support as needed. They can walk you through a process, help you troubleshoot an issue, discuss your ideas and suggestions for new features, and handle bug reports.

 

You can access the Help Desk in several ways:

  • From within Borealis, click the [Need Help?] tab in the bottom, right corner, then click “Contact Us.”
  • From the Help Center in your web browser, click [Submit a Request] in the top, right corner.
  • Email the Help Desk at helpdesk@boreal-is.com.

 

Help Tickets

When you submit a request to the Help Desk, a Help Ticket is automatically generated. You will receive a personal reference number to follow up on your issue. The expected resolution time depends on the Service Level Agreement (SLA) agreed upon between your company and Borealis. You can expect a first response within 1 hour, at which time more information may be requested as we investigate the issue. Tickets are then handled in order of priority. Rest assured that your concerns will be addressed in a professional and timely manner.

 

Tips and tricks

The more information you can provide in your request, the more quickly we can help you. A brief description of the issue (including when it happened and what you were doing when it occurred), a URL, and/or screenshots can give us a head start on resolving your question or problem.

Saving a link to our Help Center in your bookmarks and adding our Helpdesk email address to your contacts will also help get support more quickly!

 

Please don’t be afraid to contact us for any reason. If you need to import data, we’d be happy to walk you through it. If you have a suggestion to improve the program, we’d love to hear it! Your feedback helps us develop the best tools for your needs.

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