At 37SOLUTIONS, our mission is to provide reliable and efficient support to all our clients. To maintain this standard, we ask all users to never email employees directly—including the owner—and instead use our dedicated support channels:
- Self-Serve Support Portal: https://support.37solutions.com
- New Support Request: https://support.37solutions.com/hc/en-us/requests/new
- Email Support: support@37solutions.com
Why Not Email Employees Directly?
Managing Priorities
Emailing the owner or any employee directly will not accelerate your support request. All requests are prioritized based on severity and overall impact, not by personal relationships or direct contacts.
We are notified about every new support request, so a CC to the employee is not necessary.
Effective Use of Resources
Direct emails to support personnel divert attention from critical issues and high-priority emergencies. When employees receive direct emails outside official channels, their ability to efficiently address urgent matters and maintain overall service quality is compromised. Using proper support channels ensures all staff members remain focused and responsive, benefiting every client.
Efficient Issue Resolution
Most issues can be resolved efficiently through our lower-tier support team members or by utilizing our self-help knowledge base. Submitting requests through the support portal or to our central support email ensures that your issue reaches the right person quickly.
Bonus: As new issues arise, our support staff can create new knowledge-base (KB) articles that will help everyone.
Why Emailing Individual Staff Members Hurts Your Support Experience
When you send a support request to an individual person’s email address—whether it’s a team member, contractor, or anyone who has worked with you in the past—you introduce risks that can delay or even prevent your issue from being resolved.
Here’s why:
1. Employee Turnover Happens
People leave companies, change roles, or stop working as contractors. An email address that still receives mail doesn’t mean the person is still on our support team. When messages go to accounts no longer monitored, your request can sit unseen indefinitely.
2. Unmonitored Mailboxes Don’t Trigger Workflows
Our support system automatically logs, prioritizes, assigns, and tracks every request. Emails sent to individual inboxes bypass those workflows entirely. That means no ticket number, no SLAs, and no reliable way to ensure timely action.
3. No Tracking, No Accountability
When support requests are routed through the proper channel, we can measure response times, escalate urgent issues, and ensure accountability. Messages sent to personal or old work addresses leave us blind to your need until someone happens to see them.
4. Contract Staff and Third Parties Aren’t Part of Our Support Queue
Contractors or external partners may not have access to internal inboxes or ticketing systems. Even current team members can’t guarantee that a direct email will make it into the support process. The only way to be sure a request is received, triaged, and resolved is through the official support system.
5. It Creates Delays and Frustration for You
If you’re waiting weeks for a response from someone no longer at the company—or someone who never had access to the system you need—you’ll understandably be frustrated. The support channel eliminates that frustration by giving us a central place to see and act on your inquiry.
How the Support Process Works
- Initial Request: Submit your request through our support portal or via email to support@37solutions.com.
- Triage: Our team will review your issue, perform necessary initial research, and escalate to higher tiers only if needed.
- Owner Involvement: Even when you use our standard support channels, there's a good chance the owner (or your account manager) will personally respond, particularly for complex issues. However, this occurs after initial triage and research are completed by our support staff, enabling faster and more effective resolutions.
When Should You Escalate?
Clients can and should email me directly in specific circumstances:
High-Level Business Discussions
- Strategic planning or significant project decisions
- Budget negotiations or billing inquiries that involve confidential or sensitive financial details
Escalation of Urgent Matters (After Standard Channels Fail)
- Critical issues not resolved promptly through regular support
- Complaints or feedback regarding service quality when standard channels have not addressed concerns adequately
New Business Opportunities
- Proposals for new partnerships or ventures
- Referrals of potential clients or projects
Personalized Advice or Consultations
- Requests specifically for your expertise or opinion, especially involving high-value or sensitive information
- Long-term strategic consulting advice not suitable for general support staff
Thank you for helping us maintain efficient support processes that benefit all our valued clients.
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