Problem:

When contacting SI Tech Support, some customers provide only a vague description of the problem they have encountered, while others ask basic questions easily found in the Help or on the web site.

Solution:

Our support desk deals with a wide variety of problems -- from answering questions, to spotting mistakes, to troubleshooting software problems. Since our tech support specialists must act as detectives in tracking down just what occurred, the more information they have to work with, the better they can serve you. You need to be prepared to work with them as they investigate the problem you are reporting.

Below are some tips to assist you when calling for support:

• User Information  -- Our tech support is free to SpecsIntact users, but we are required to maintain a database to help track problems with the software and measure the volume of support contacts. When you contact us for the first time, you will be asked to provide information for this database, including your name, address, email address, phone number, and some basic computer information. You will not have to repeat this information for subsequent contacts.

• Basic Questions  -- Many of the questions new users have can be answered through the variety of information provided in the on-screen Help, QuickTours  tutorials, our web site's Help Center, and printable guides. Investing time in reviewing these materials will help you get started in the program, and ask better questions when you do contact Tech Support for assistance.

• Software  -- You will need to know which version of SpecsIntact you are using, along with other information that may play a roll in how the software is performing.  You may be asked what operating system you have, where your Jobs and Masters a located, and if you use a network.  If the problem involves output files to Word or PDF, you will need to supply the version numbers for these applications as well. Since a combination of factors can affect the way any software performs, our Tech Support staff will work with you to determine if there is a software problem at the root of your support issue.

• Describe what happened step-by-step  -- Try to describe the steps leading up to the problem -- what you were doing, what buttons you clicked, any messages you might have seen on your screen, and any other factors that might have played a part in the problem you are experiencing. If you can, write down the details before you call so you won't leave anything out when working with the support staff. They are interested in helping you solve your problem as quickly as possible.

Using the above tips will help our support staff help you!