Technical Support and Documentation Update Pat Montgomery – Support.

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Presentation transcript:

Technical Support and Documentation Update Pat Montgomery – Support

We will cover: –Documentation –Tech Support Objective: –Better understanding –Faster and better answers Feedback Technical Support and Documentation Update

DBMS and RDBMS backends, Appx/Server, three different Appx/Clients, Client-side Printing and Processes, Appx CGI Web Server, ODBC Server, ODBC Client, Appx/Net, Unix Hasps, Windows Hasps, Open Hasps, Y2K conversion utility, Runtime calls, Foreign Language Translation, SPEED II Conversions and Upgrades, UniQue for Windows and Unix. Technical Support and Documentation Update - Documentation The growing number of Appx products makes the organization of Documentation and good Technical Support challenging tasks:

Documentation Traditional Manuals Ad hoc documentation –“Pats Fax” –Ad hoc webpages Structured Documentation Message Board Technical Support and Documentation Update

Subscription Support ECR (Engineering Change Requests) Technical Support and Documentation Update

Telephone Support Tools: For remote application access: Appx Client/Server For remote desktop access: VNC WebEx Technical Support and Documentation Update – Subscription Support

What information should you provide, when calling Technical Support? Hardware platform OS Release number APPX Release numbers ( For both Client & Server, if Appx/Client problem) Installing &/or Supporting Reseller or programmer How critical? Do you have any remote support software? Appx/Server, VNC, WebEx Technical Support and Documentation Update – Telephone Support

Telephone support available 8am – 6pm, Eastern time. –After hours support available for upgrade assistance, but should be arranged in advance. –Emergency tech support also available. –After hours support rate: $200 for 1 st hour, $150 per additional hour (or part thereof) Technical Support and Documentation Update – Telephone Support

Feedback Technical Support: –What’s the best thing about our Technical Support? –The worst? –What changes would you like to see? Documentation: –What’s the best thing about our Documentation? –The worst? –What changes would you like to see?