1. Technical Support and Documentation Update Pat Montgomery – Support

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

3. 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:

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

5. Subscription Support techsupp@appx.com ECR (Engineering Change Requests) support@appx.com Technical Support and Documentation Update

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

7. 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

8. 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

9. 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?