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Get support as your project evolves

Brian Hart • Aug 08, 2022

Introducing the new Customer Support Portal

Figure 1.  The new support portal's home page.

So you've signed a contract with us, now what?

Of course, you want your project done.  Whether it's a Cyber, DevOps, or Coding project, we've got you covered. 


But while the ink is drying, where's the execution?  To whom do you go in order to actually make your requests of us so that you can get help? 


The Customer Support Portal, that's where.  At support.xylogix.net, our portal is a comprehensive source of information for all things "how to" at xyLOGIX, as well as where you can submit support tickets to our Engagement Management team.

What happens when the ink dries.

So, we're off to the moon. The contracts are signed, the handshakes are done, and we're ready to roll!


(Did you know that our CEO, Dr. Brian Hart, is an astrophysicist who works for the US Space Force? How cool is that?)


At xyLOGIX, when a valued customer signs the xyLOGIX Professional Services Agreement and at least one (1) Statement of Work (SOW), we assign an Engagement Manager to that customer to oversee all the support and service that the customer receives and to assist the customer with payment for our services rendered.

Engagement Managers for everyone!

(Our CEO would love to help you with every single one of your routine tasks during the project execution, but, you know, Space Force).

I want you to meet our Head of Services, Mr. Frank Arredondo.  Each of the Engagement Managers at xyLOGIX report to him, and he is the CEO's, right-hand man.  Originally a veteran of the U.S. Marine Corps, Mr. Arredondo has built his career as a noted supply-chain management and technology thought leader.   


Mr. Arredondo has worked at several firms, including KPMG, Kearney, PricewaterhouseCoopers, and several others, building a reputation for leadership and singular business acumen.   He also knows technology like the back of his hand.


With Frank overseeing your project's execution, you can't go wrong.

How do I tell xyLOGIX what to do?

How the execution of projects is managed is a top concern at xyLOGIX.  According to xyLOGIX standard operating procedures, customer is assigned an Engagement Manager.  Shortly after signing the contract, as a valued customer, your Point of Contact will be directed to their Engagement Manager, who will take over from there.


Customers should not worry -- the CEO will still be overseeing the details of each project; each Engagement Manager reports to the CEO.


Each Engagement Manager can also take on working with one or more of our clientele.  Which means they split their time between customers.


Therefore, there must be a means of organizing customer requests.  That's where the Support Portal comes in.  A screenshot of the Support Portal is shown in Figure 1.   

Get support for your project

When you engage with us as a customer, you'll also receive an email invitation to the Support Portal.  To sign up, just click the link!  You will be prompted for your name, email address, and password, all on an easy-to-use screen.


Forgot your password?  No problem!   You can click on the Forgot Password link on the login screen.   The screen to follow will prompt you for what to do next.


Once signed up, be sure to visit your Profile and adjust your settings, such as time zone, contact info, email address that should get notified when a response is made to a ticket you've filed, and more!


Each time a customer wishes to make a request for xyLOGIX to do something, or provide information, the customer will use the Support Portal.  When you submit a new ticket, or when you update an existing ticket, your assigned Engagement Manager will be notified.

Figure 2. Clicking the links indicated will also take you to the Support Portal.

The Support Portal is very easy to use.   We made it that way on purpose, to increase customer satisfaction!

As shown on the right, you use the two handy links to manage the tickets on your support portal.


The Tickets links take you to a list of tickets you have already filed.  


Click Submit a Ticket to lodge a ticket for a new request.


It's that easy!  Honest!  You can edit the title and body of a ticket, and you can also just do a Paste (CTRL+V) right in the body of a ticket to bring in text from elsewhere or screenshots.

Don't forget that you can also attach files to your tickets! 


The more information you provide along with your requests, the more feasible it will be for the xyLOGIX Engagement Manager to help you out.

Can I use the Support Portal for administrative matters and/or billing questions?

As they say in Minnesota, where our CEO is from, "you betcha."  Clients need not limit themselves to merely talking about the project execution on our Support Portal, but you can lodge your billing questions over it, as well.  In fact, we'd prefer it if you do.


The more you use the Support Portal, the better xyLOGIX can help you!

Concluding Remarks

Well, that's it for this blog post!  We hope you learned a lot, as our new customer, about how xyLOGIX processes customer requests with our new Support Portal!


At xyLOGIX, we're here to make technology work for business, not the other way around.  We are devoted to making your experience working with us a productive and enjoyable one.

Brian C. Hart, Ph.D. is the CEO and Founder of xyLOGIX, LLC.  In 2008, Dr. Hart obtained his Ph.D. in Astrophysics from the University of California, Irvine.  He got into programming because he saw lots of need in the B2B space for solid technology consulting.  He has over 150 published technical journal articles in over 5 forms of media, and is the Founder and Past Director of SoCal Science Café.   Dr. Hart is working on several interesting projects, as well as having served in the US Military (Army and Navy) and presently works for a leading provider of technology services to the U.S. Space Force out of Colorado Springs.


Brian can be reached here.

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