Updates from the Support Team this October

13 October 2021   |   by David Louw

Palace Mobile Pink Inspection App Tips

My inspections are stuck on the app as “Errored” or “Queued”. How do I upload them?

The app requires a strong mobile or wireless connection to be able to upload the inspections once they are submitted. If the device is set to upload via wireless only and the device does not have a wireless connection at the time of submitting the inspection it will remain in the “Queue” area until a connection is established.

Changing the setting to upload via mobile data will mean once the inspection is submitted it will begin uploading immediately into Palace. If for any reason the inspections are not submitting a trick is to toggle between mobile data and wireless as this will help the app to realise there is a new data connection and will retry the inspection either automatically or by a manual retry.

A tip is to ensure that the device that is being used for inspections has enough free storage space as the app does need some temporary storage space to operate. If there is very little available storage the app will not function correctly and may affect doing an inspection.

The Support Team is Growing

We are excited to mention that the Palace support team has recently had 2 new starters who are currently being trained by our support heroes.
You may already have the pleasure of hearing from the new agents, Madeleine (Maddi) and Harriet.

Knowledgebase

Our Knowledgebase is constantly being updated to assist you in your query. Give it a go. Browse through the article library as you may find a solution either in written form or as part of a webinar or recorded video. If you are not able to find the answer there our Palace Support heroes are here to help.

Feedback on the Support Team

Some great feedback was received this past month:

 

I do love the team’s response. I am technically challenged, but I do try, and they are always respectful, respond quickly and lead me to what I need to know – Thank you to all the palace team 😊 – Amanda

Because David & Remi are awesome. Really enjoyed working with them. Made things a lot less stressful and good conversation – Shaen

Every time I’ve been in touch with the support team they are always very friendly & helpful
Caitlin

We encourage everyone to always review our service and send feedback messages as this helps us to better assist our clients. Should there be something that was missed or something that we could do better we enjoy hearing from you.

 

The system was slow. – John

Solution:

Sometimes the issue could be related to a data connection being slow or multi-users on the same network. Home broadband connections are different to work broadband connections. Different periods of the day will have faster connection speeds. Afternoon and evening speeds may be slower as families are home and multiple devices are being used to download, live stream, etc.

If there are interruptions in Palace services a newsletter will be sent to inform clients of the issue and once rectified another newsletter will be sent.

If our newsletters are not being received, kindly subscribe here to be placed on the newsletter list.

Response Times

The wait time to answer requests has climbed to a high of 88% of requests being responded to within 30 minutes. Our support desk operates within New Zealand trading hours with support for our Australian clients as well.